Inbound Contacts Representative

Humana

2d • $38,000 - $45,800 • Remote

About The Position

Become a part of our caring community The Inbound Contacts Representative 1 represents by coordinating communication from incoming telephone, digital, or written inquiries. The Inbound Contacts Representative 1 is considered a basic administrative, customer support position and typically works on routine and patterned assignments. Inbound Contacts Representative 1 will report to a supervisor. The position focuses on customer support needs which may include complex benefit questions, resolving issues, and educating members. You will also be responsible for the following: Record details of member inquiries, comments or complaints, transactions or interactions and takes action in accordance with process. Escalates unresolved and pending customer grievances. Deliver a consistent customer service experience by providing efficient resolutions to our TRICARE beneficiaries and providers Act as customer advocate by resolving complex concerns accurately. Demonstrate good business decisions aligned with our Humana values Prioritizes workload to provide efficient business operation standards. Demonstrated ownership to problem-solve independently Ability to manage multiple or competing priorities, Use your skills to make an impact

Requirements

• Our Department of Defense contract requires U.S. Citizenship for this role
• Successfully receive approval for government security clearance (Via National Background Investigation Services NBIS)
• Minimum one, (1) year customer service experience in a professional environment
• Prior experience managing multiple or competing priorities
• Use of multiple computer applications simultaneously
• Basic Proficiency using the following Microsoft Office suite (Word, Outlook, PowerPoint, Excel)
• Knowledge navigating multiple systems/platforms and ability to troubleshoot and resolve general technical difficulties in a remote environment.
• Must reside within a two-hour commuting distance of a government facility authorized to issue Common Access Cards (CAC)used for federal identification purposes to secure access to facilities and computer networks.

Nice To Haves

• Experience in healthcare, military, or managed care environment
• Call Center experience
• College degree (Associate's or Bachelor's) highly preferred
• Knowledge of customer service principles and practices – formal training or experience

Responsibilities

• Record details of member inquiries, comments or complaints, transactions or interactions and takes action in accordance with process.
• Escalates unresolved and pending customer grievances.
• Deliver a consistent customer service experience by providing efficient resolutions to our TRICARE beneficiaries and providers
• Act as customer advocate by resolving complex concerns accurately.
• Demonstrate good business decisions aligned with our Humana values
• Prioritizes workload to provide efficient business operation standards.
• Demonstrated ownership to problem-solve independently
• Ability to manage multiple or competing priorities

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