Pembroke Pines, FL, United States
Customer Service, Bilingual, Call Center, Telecom
May 01, 2023
Consumer Service Operations Representative 4
The Consumer Service Operations Representative 4 is responsible for the daily activities across multiple service functions area. The Consumer Service Operations Representative 4 assumes ownership and leads advanced and highly specialized administrative/operational/customer support duties that require independent initiative and judgment.
The Consumer Service Operations Representative 4 may perform installation, implementation, client support, client services, client administration, customer service, enrollment, and eligibility, claims processing, and call center operations. Investigates and settles claims and customer service issues. Decisions are regarding the daily priorities for an administrative work group and/or external vendors including coordinating work activities and monitoring progress towards schedules/goals, and often oversees work of others and/or is the primary administrative owner of a main process, program, product, or technology. Works within broad guidelines with little oversight.
Fully bilingual English/Spanish. Must be able to speak, read, and write in both languages without limitations or assistance. If selected for the position, you will be required to take a Language Proficiency Assessment in English/Spanish.
2 or more years of customer service experience
Proficiency in all Microsoft Office programs including Word, PowerPoint, Excel, Access, etc.
Experience in coaching and developing associates formally and informally.
Ability to monitor and recommend improvements to increase team productivity by providing expert advice and assistance to other associates, as needed.
Must be passionate about contributing to an organization focused on continuously improving consumer experiences.
1 or more years of leadership experience, escalated calls experience, or team lead experience.
The schedule work hours are from 9:00 am to 6:00 pm eastern time, Monday through Friday. During open enrollment (15 Oct - 7 Dec), we extend our hours from 9:00 am to 7:00 pm, Monday through Friday and 9:00 am to 5:00 pm on Saturdays. Extended hours will be covered on a rotating basis. Are you able to meet the schedule requirements?
College degree or professional certifications preferred.
Previous experience with coordinating and leading projects and tasks.
Experience working in a call center environment.
Any Humana associate who speaks with a member in a language other than English must take a language proficiency assessment, provided by an outside vendor, to ensure competency. Applicants will be required to take the Interagency Language Rating (ILR) test as provided by the Federal Government.
Full time associates enjoy:
Medical, Dental, Vision and a variety of other supplemental insurances
Paid time off (PTO) & Paid Holidays
401(k) retirement savings plan
Tuition reimbursement and/or scholarships for qualifying dependent children.
And much more!
Social Security Task:
Alert: Humana values personal identity protection. Please be aware that applicants being considered for an interview will be asked to provide a social security number, if it is not already on file. When required, an email will be sent from Humana@myworkday.com with instructions to add the information into the application at Humana's secure website.
As part of our hiring process for this opportunity, we will be using exciting virtual pre-screen technology called Modern Hire to enhance our hiring and decision-making ability. Modern Hire allows us to quickly connect and gain valuable information for you pertaining to your relevant skills and experience at a time that is best for your schedule. If you are selected for a virtual pre-screen, you will receive an email and text correspondence inviting you to participate in a Modern Hire interview. In this virtual pre-screen, you will receive a set of questions to answer. You should anticipate this virtual pre-screen to take about 10-15 minutes.
WAH requirements: Must have the ability to provide a high-speed DSL or cable modem for a home office. Associates or contractors who live and work from home in the state of California will be provided payment for their internet expense.
A minimum standard speed for optimal performance of 25x10 (25mpbs download x 10mpbs upload) is required.
Satellite and Wireless Internet service is NOT allowed for this role.
A dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.
Scheduled Weekly Hours
Humana complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, gender identity or religion. We also provide free language interpreter services. See our https://www.humana.com/legal/accessibility-resources?source=Humana_Website.
Website : http://www.humana.com