Louisiana Medicaid Inbound Contact Representative

Humana • Louisiana, MO

12d • $39,000 - $49,400 • Remote

About The Position

The Inbound Contacts Representative 2 for Louisiana Medicaid represents the company by addressing incoming telephone, digital, or written inquiries while also conducting outbound calling campaigns to assist our members. The Inbound Contacts Representative 2 performs varied activities and moderately complex administrative/operational/customer support assignments. Performs computations and typically works on semi-routine assignments. We strive to provide a First Call Resolution experience for our members. The Inbound Contacts Representative 2 addresses customer needs which may include complex benefit questions, resolving issues, and educating members while also conducting outbound calling campaigns to assist our 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
• Must be available to work any shift between the hours of 6:45 am – 7:00 pm CST (M-F), some weekends and overtime required based on company needs
• Demonstrated experience with providing strong 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 LOUISIANA
• 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.

Nice To Haves

• Prior call center experience
• Prior Healthcare experience

Responsibilities

• Addressing incoming telephone, digital, or written inquiries
• Conducting outbound calling campaigns to assist members
• Addressing complex benefit questions
• Resolving member issues
• Educating members
• Recording details of inquiries, comments or complaints, transactions or interactions and taking action in accordance to it
• Escalating unresolved and pending customer grievances

Benefits

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

What This Job Offers

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