Inbound Contacts Representative

Humana

250d • $38,000 - $45,800 • Remote

About The Position

Be a part of our caring community and help us put health first. The Inbound Representative 1 represents the company by addressing incoming telephone, digital, or written inquiries. The Inbound Representative 1 performs basic administrative/clerical/operational/customer support tasks. Typically works on routine and patterned assignments. In our CenterWell Specialty Pharmacy (CWSPC) department, we operate as an inbound call center dedicated to managing specialty medication needs for our members. Our primary responsibilities include scheduling the delivery of specialty medications directly to members' homes or their designated medical office (MDO). In addition, we address various benefits-related inquiries from our members, ensuring they have comprehensive information and support. Collaborating with multiple departments, we aim to provide seamless and efficient assistance to our members. The role also requires adept skills in de-escalating calls, ensuring that every member interaction is handled with the utmost care and professionalism.

Requirements

• 2 years of customer service experience.
• Must live in one of the following states: FL, IN, OH, TN, TX, MO, AZ, NM, NC.
• Strong customer service orientation.
• Strong attention to detail.
• Strong typing and computer navigation skills.
• Ability to manage multiple competing priorities, including use of multiple computer applications simultaneously.
• Effective verbal and listening communication skills.
• Must be passionate about contributing to an organization focused on continuously improving consumer experiences.

Nice To Haves

• Associate's or Bachelor's Degree.
• Previous Specialty Pharmacy experience.
• Previous inbound call center or related customer service experience.
• Healthcare experience.
• Fluency in Spanish.

Responsibilities

• Address customer needs which may include complex benefit questions, resolving issues, and educating members.
• Record details of inquiries, comments or complaints, transactions or interactions and take action in accordance to it.
• Escalate unresolved and pending customer grievances.
• Make decisions limited to defined parameters around work expectations, quality standards, priorities and timing.
• Work under close supervision and/or within established policies/practices and guidelines with minimal opportunity for deviation.

Benefits

• Medical, dental and vision benefits.
• 401(k) retirement savings plan.
• Paid time off, including company and personal holidays, volunteer time off, paid parental and caregiver leave.
• Short-term and long-term disability.
• Life insurance.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Insurance Carriers and Related Activities
• Education Level: No Education Listed