Medicare Inbound Contacts Representative

Overview

Become a part of our caring community and help us put health first. The Medicare Inbound Contact Representative 2 represents the company by addressing incoming telephone, digital, or written inquiries. The Medicare Inbound Contact Representative 2 performs varied activities and moderately complex administrative/operational/customer support assignments, including computations, typically working on semi-routine assignments. The Medicare Inbound Contact Representative 2 represents Humana by addressing inquiries from Medicare members, striving to provide the member a resolution or pathway to resolution on each call while providing a high-quality call experience.

The Medicare Inbound Contact Representative 2 addresses customer needs which may include complex benefit questions, resolving issues, and educating members. This is a high-volume call center setting, which can be stressful at times.

• Records details of inquiries, comments or complaints, transactions, or interactions, and takes action accordingly.
• Escalates unresolved and pending customer grievances. Decisions are typically focused on interpretation of area/department policy and methods for completing assignments.
• Works within defined parameters to identify work expectations and quality standards, but has some latitude over prioritization/timing, and works under minimal direction.
• Follows standard policies/practices that allow for some opportunity for interpretation/deviation and/or independent discretion.

• To ensure Home or Hybrid Home/Office associates’ ability to work effectively, the self-provided internet service must meet criteria: download speed at least 25 Mbps and upload speed at least 10 Mbps.
• Associates in this role are required to be hard-wired to their internet connection. Wireless, satellite, cellular and microwave connections are not permitted.
• 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 business requirements.
• Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.

• 2 years of customer service experience.
• Demonstrated experience with providing strong customer service and attention to detail while actively listening.
• Prior experience managing multiple or competing priorities, including use of multiple computer applications/systems simultaneously.
• Proficiency with Microsoft Office applications, particularly Outlook and Teams.
• Prior experience effectively communicating with customers verbally and actively listening to their needs.

• Associate or Bachelor’s degree.
• Previous inbound call center or related customer service experience.
• Previous healthcare experience.
• Bilingual in Spanish and English.

• PLEASE ATTACH YOUR RESUME TO YOUR APPLICATION (PDF OR WORD FORMAT).

• Text Prescreen:
  Shortly after submitting your application, you may receive both a text message and email requesting you to complete prescreen questions.
• Assessment:
  If selected to move forward, you will receive an email to complete the Virtual Job Experience (VJE).
• Video Prescreen:
  If successful with the VJE, you will receive another communication to record a Video Prescreen.
• Interviews:
  Some candidates will be invited to interview.
• Offers:
  Finalists from the interview will be contacted by a recruiter to discuss an offer for the job.

Note:

Depending on the number of openings, candidates, and schedules, this process may take several weeks or less; we are working to proceed as quickly as possible and to keep you informed.

Travel:
While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.

40

The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay…