Inbound Call Center Representative

Humana • Indianapolis, IN

1d • Remote

About The Position

Become a part of our caring community and help us put health first 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. The Inbound Contacts Representative 2 addresses customer needs which may include complex benefit questions, resolving issues, and educating members. Records details of inquiries, comments or complaints, transactions or interactions and takes action in accordance to it. Escalates unresolved and pending customer grievances. Decisions are typically focus 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. Use your skills to make an impact

Requirements

• 2+ years of customer service experience.
• Demonstrated experience with providing exceptional customer service and attention to details while listening on calls.
• Prior experience managing multiple or competing priorities, including use of multiple computer applications simultaneously.
• Prior experience effectively communicating with customers verbally and listening to their needs.
• Must be able to accurately and completely document member needs, inquiries, or questions during calls within multiple systems.
• At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is recommended.
• Associates in this role are required to be hard-wired to their internet connection.
• Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.

Nice To Haves

• Associate or Bachelor’s degree.
• Prefer candidates residing in our current Medicaid market locations of Indiana, Texas, Louisiana, or Atlanta, GA
• Bilingual English/Spanish. Must be able to speak, read and write in both languages without limitations or assistance. See Additional Information on testing.
• Prior inbound call center or related customer service experience.
• Prior healthcare experience.
• Proficiency with Microsoft Office applications, particularly Outlook and Teams

Responsibilities

• Addressing incoming telephone, digital, or written inquiries.
• Performing varied activities and moderately complex administrative/operational/customer support assignments.
• Performing computations.
• Addressing customer needs which may include complex benefit questions, resolving issues, and educating members.
• Recording details of inquiries, comments or complaints, transactions or interactions and takes action in accordance to it.
• Escalating unresolved and pending customer grievances.

Benefits

• Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 5,001-10,000 employees