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Humana Bilingual Inbound Contacts Representative 2 - Remote in Overland Park, Kansas

Description

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.

Responsibilities

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.

CarePlus/Humana Offers

  • 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.

Additional Information

  • 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

40

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