Humana Bilingual Inbound Contacts Representative 2 - Remote in Overland Park, Kansas
The Inbound Contacts Representative 2 represents the company by addressing incoming telephone, digital, or written inquiries. The Inbound Contacts Representative 2 performs varied activities and moderately complex administrative/operational/customer support assignments. Performs computations. Typically works on semi-routine assignments.
What we need your help with:
The Inbound Contact Representative 2 addresses customer needs that may include complex benefit questions, resolving issues, and educating members.
25-35 inbound calls in a fast-paced inbound call center environment.
Intakes details of inquiries, comments or grievances and takes action in accordance to it.
Determine appropriate policy and procedure to utilize for resolution of call.
Learns to use tools and resources to work under minimal direction.
Follows standard policies/practices.
Agents must be camera-ready at all work periods for training, meetings, or when requested by management.
COME GROW WITH HUMANA! BENEFITS DAY ONE - STELLAR 401K MATCH - PAID TIMEOFF - TUTION ASSISTANCE PROGRAMS - STELLAR WELLNESS/REWARDS PROGRAM
What you need for success! - Required Qualifications
2 years or more customer service experience with heavy or high volume healthcare, call quality, retail service with emphasis on the ability to de-escalate communications with members, and internal customers. This position requires a high degree of organization, structure and focus.
Excellent verbal and written communication skills
Demonstrated experience with providing strong customer service and attention to details while listening on calls.
Ability to focus on training and responsibilities without significant interruption during the workday.
Strong initiative with the ability to adapt to change as the business requires.
Must have the ability and willingness to be selfless and focus on the member as the priority throughout the workday.
Prior experience managing multiple or competing priorities, including use of multiple computer applications simultaneously.
Must be available to work any shift between the hours of 7:45 am - 8:00 pm EST (M-F) as well as weekends and overtime, especially during our peak season of October-March and as needed by the business.
Training is work at home/virtual, requires camera be on and follows this schedule:
Training is done in two phases of 7 weeks each and is a combination of virtual classroom and phone calls.
Attendance is vital for success. No time off is allowed for the first 90 days.
Once training is completed associates will be assigned a shift based on location and business needs.
Ability to retain information and pass multiple assessments during new hire training and throughout employment.
Once in a full-time role, associates must complete a minimum of 2 years within this department before transferring to another department.
Work at Home Requirements
Must have high-speed DSL or cable modem for a home office (Satellite or Wireless Internet service is NOT allowed for this role).
A minimum standard speed for optimal performance of 25 mps x 10 mps is required.
A dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.
What you need to STAND OUT among the crowd!: Preferred Qualifications
Prior inbound call center or related customer service experience.
Prior healthcare experience.
Medicare, Care Advantage, or compliance industry experience such as in a medical office, clinical unit/office coordination role.
Experience with de-escalation of difficult calls.
Strong documentation and categorization of call type.
Member advocacy experience.
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.
For Interview Purposes:
Access to a personal computing device with a camera, a minimum internet connection speed of 10m x 1m
Scheduled Weekly Hours