TAMPA Medicare Call Center Rep

Humana

1d • Remote

About The Position

The Medicare Call Center Rep (Inbound Contacts Representative 2) represents Humana by addressing incoming telephone, digital, or written inquiries. The Medicare Call Center Rep performs varied activities and moderately complex administrative / operational / customer support assignments. Performs computations. Typically works on semi-routine assignments. In this position, you will strive to provide our Group or Individual Medicare members with a resolution or pathway to resolution on each call, while providing a perfect call experience. Among other responsibilities, you will address member needs which may include complex benefits questions, resolving issues, and educating our members. You will handle 40+ inbound calls daily from our members in a fast-paced inbound call center environment. This is a high-volume call center setting, which may be stressful at times. You will accurately record details of inquiries, comments or complaints, transactions or interactions, and take prompt / appropriate action, including escalating unresolved and pending member grievances. Decisions are typically focused on interpretation of area / department policy and methods for completing assignments. You will work under minimal direction within defined parameters to identify work expectations and quality standards but will have some latitude over prioritization / timing. You will follow standard policies / practices that allow some opportunity for interpretation / deviation and / or independent discretion. Use your skills to make an impact. This opportunity involves working in a call center environment to support Humana Medicare members. As part of your career development for this position, you may be asked to assist with other lines of business. This will be based on business requirements and may include Member Solutions, which handles escalations. Humana strongly supports your career growth! All Humana positions require learning many systems, policies, and tools, and it takes time to become proficient in the role. All associates who wish to apply for positions must have been in their present position for a period of twelve (12) months, unless the best interests of the company are served by a shorter period of service.

Requirements

• Must reside within a 50-mile radius of Humana’s Tampa, Florida offices.
• Demonstrated experience with providing strong customer service.
• Effective communication skills.
• Strong attention to detail.
• Actively listening to member needs.
• Prior experience managing multiple or competing priorities.
• Proficiency in using multiple computer applications and systems simultaneously.
• Proficient with Microsoft Office applications, particularly Outlook and Teams.

Nice To Haves

• Previous inbound call center or related customer service experience.
• Previous healthcare experience.
• Associate or Bachelor’s degree.
• Bilingual in Spanish and English (requires language proficiency testing).

Responsibilities

• Addressing incoming telephone, digital, or written inquiries.
• Providing Group or Individual Medicare members with a resolution or pathway to resolution on each call.
• Providing a perfect call experience.
• Addressing member needs which may include complex benefits questions, resolving issues, and educating members.
• Handling 40+ inbound calls daily from members in a fast-paced inbound call center environment.
• Accurately recording details of inquiries, comments or complaints, transactions or interactions.
• Taking prompt and appropriate action, including escalating unresolved and pending member grievances.
• Working under minimal direction within defined parameters to identify work expectations and quality standards.
• Assisting with other lines of business, based on business requirements, which may include Member Solutions, which handles escalations.

Benefits

• Medical benefits
• Dental benefits
• 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 disability
• Long-term disability
• Life insurance

What This Job Offers

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