Outbound Contacts Representative

Become a Part of Our Caring Community and Help Us Put Health First

The Outbound Contacts Representative 2 represents us by making outbound contacts to members and providers regarding a variety of issues.

The Outbound Contacts Representative 2 performs basic administrative/clerical/operational/customer support/computational tasks.

Typically work on routine and patterned assignments.

You will report to the Outbound FL Medicaid Supervisor.

The Outbound Contacts Representative 2 performs necessary follow up with members and providers. Ensure responses to member and provider inquiries are completed to achieve service and quality standards. Decisions are typically focus on interpretation of area/department policy and methods for completing assignments. Work within defined parameters to identify work expectations and quality standards, but has some latitude over prioritization/timing, and works.

Follow standard practices that allow for some opportunity for interpretation/deviation and independent.

• 1 year experience working in a call center environment such as heavy call volume, auto-dialer, dedicated inbound/outbound customer service or customer support role.
• Bilingual - English, Spanish. Must be able to speak, read and write in both languages without limitations or assistance, must take a language proficiency assessment.
• Intermediate to Advanced skills with Microsoft Office Word, Excel, Outlook, using multiple shared systems, platforms, and ability to troubleshoot/resolve general technical issues.
• Ability to conduct searches and be able to navigate multiple systems simultaneously.

• Associate's or Bachelor's Degree
• Experience in a healthcare setting

Remote Work at Home

Monday through Friday between 8:00 and 5:00 PM Eastern Time

Note:

You will need to ensure you are available to work during the initial 3-4 week training period. We encourage time off after the initial training period.

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.

• At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is recommended; wireless, wired cable or DSL connection is suggested.
• Satellite, cellular and microwave connection can be used only if approved by leadership.
• Associates who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense.
• Humana will provide Home or Hybrid Home/Office associates with telephone equipment appropriate to meet the business requirements for their position/job.
• Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.

As part of our hiring process for this opportunity, we will be using exciting interviewing technology called Hire Vue to enhance our hiring and decision‑making ability. Hire Vue 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 first‑round interview, you will receive an email correspondence inviting you to participate in a Hire Vue interview. In this interview, you will receive a set of interview questions over your phone, and you will provide recorded or text message responses to each question. For best interview experience use a computer over a phone. You should anticipate this interview to take about 15-20 minutes.

Your recorded interview will be reviewed, and you will subsequently be informed if you will be moving forward to next round of interviews.

• Health benefits effective day 1
• Paid time off, holidays, volunteer time and jury duty pay
• Recognition pay
• 401(k) retirement savings plan with employer match
• Tuition assistance
• Scholarships for eligible dependents
• Parental and caregiver leave
• Emplo…