Take a look at what some of our current associates have to say about the Inbound Contacts Representative position by clicking the link below !

Humana Retail Customer Care Associate Testimonial Video

What we need your help with:

The Inbound Contacts Representative :

• A ddresses customer needs which may include complex benefit questions .

• R esolving issues for members .

• A dvocat ing for and educating members.

• Handles 30-40 inbound calls daily from members in a fast-paced inbound call center environment . Call type will vary in accordance with the member’s needs.

• Makes o ccasional outbound calls to providers, pharmacies, or members to help with first call resolution processes as needed.

• Records details of inquiries, comments or complaints, transactions or interactions , and takes action accordingly .

• Utilizes multiple computer systems daily t o obtain information needed for call issues and processes . Will utilize upwards of 10+ systems daily at a minimum.

• 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.
  

**PL E AE MAKE SURE YOU ATTACH YOUR RESUME TO YOUR APPLICATION (PDF OR WORD FORMAT)* *

COME GROW WITH HUMANA !

• Medical, Dental, and Vision B enefits day one!

• Incentive opportunity.

• S tellar 401(k) match following 1-year anniversary with Humana!

• P aid time off, volunteer time off, 8 paid holidays.

• T uition Assistance Programs.

• Wellness and Rewards Programs.
  

Required Qualifications - What you need for success!

• 2 years 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 ( computer navigation, email, chats, typing skills, and toggling across multiple databases ) while engaging with customers.

• Prior experience in a metric s-dr iven environment .

• Basic knowledge of Microsoft Office products.

• Prior experience communicating with customers and actively listening to their needs , either in person or telephonically .

Preferred Qualifications - What you need to be STAND OUT among the crowd!

• 3 years of call center or comparable experience.

• Associate's or Bachelor’s d egree.

• Prior h ealthcare experience.

• Military veteran or current/former military spouse.

Required Work Schedule:

Training :

• Virtual training will start day one of employment and runs for the first 10 - 12 weeks with a typical schedule of 8:00 am – 4:30 pm EST ( training hours may change based on business needs) , Monday through Friday .

• You must be on camera / camera ready during training and for other meetings required by leadership .

• You must have the ability to take live calls throughout training and pass all training assessments .

• Attendance is vital for success, so no time off is allowed during training . Exception : All Humana associates have Humana-observed holiday s off (paid) . After classroom training and the nesting period has ended, you may request time off following the established process.

Work Schedule Following Training :

• You must be available to work an y 8-hour shift between the hours of 9:00 AM and 7 :00 PM , depending on the time zone and the needs of the business . This schedule will remain in place until Shift Bid.

• O nce Shift Bid takes place, you must be available to work any 8-hour shift between the hours of 7:45 AM – 9:00 PM ( all time zone s ) , Monday - Friday . Shift bids are every six months, typically in February and August, but can vary depending on business requirements.

• Some weekends and overtime may also be required , especially during our peak season of October through March and as needed by the business . We strive to provide a minimum of a week’s advance notice for weekends and overtime .

• The initial 120 days of employment as an Inbound Contact Representative constitute an appraisal period. Th is Appraisal Period is essential to your learning and development , which is why we ask for perfect attendance during both the classroom training and nesting period s .

• This position requires learning many systems, policies, and tools , and it takes time to become proficient in the role . You must be willing to remain in this position for a period of eighteen (18) months before applying to other Humana opportunities outside of The Medicare Customer Contact Center .
  

Work at Home Guidance :

To ensure Home or Hybrid Home/Office associates’ ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office associates must meet the following criteria:

• 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.

• 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.

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.

• As part of our hiring process for this opportunity, we will be using interviewing 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 first-round interview, you will receive an email inviting you to participate in a Modern Hire interview. In this interview, you will have a set of interview questions and provide recorded video responses to each. You should anticipate this interview tak ing about 15-20 minutes. Your recorded interview will be reviewed, and you will subsequently be informed if you will be moving forward to the next round of interviews.

This is a remote position.

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