Indiana Medicaid Inbound Contact Representative

Humana • Work at Home - Indiana, IN

3d • $39,000 - $49,400 • Hybrid

About The Position

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.

Requirements

• Minimum 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.
• Must currently reside in the state of Indiana and live within approximately a 50-mile radius of Indianapolis, IN, 46204.
• Must be willing to remain in this position for a period of twelve (12) months before applying to other Humana opportunities outside the Indiana Medicaid Contact Center Team.
• Self-provided internet service must meet the following criteria: At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested.
• Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.

Responsibilities

• Address incoming telephone, digital, or written inquiries.
• Perform varied activities and moderately complex administrative/operational/customer support assignments.
• Perform computations.
• Address customer needs, including complex benefit questions, resolving issues, and educating members.
• Record details of inquiries, comments or complaints, transactions or interactions and take action accordingly.
• Escalate unresolved and pending customer grievances.

Benefits

• Medical benefits
• Dental benefits
• Vision benefits
• 401(k) retirement savings plan
• Time off (including paid time off, company and personal holidays, paid parental and caregiver leave)
• Short-term disability
• Long-term disability
• Life insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed