Medicare Call Center Representative

Humana • Washington, NV

2d • $39,000 - $49,400 • 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.

Requirements

• A minimum of 2 years of customer service experience.
• Demonstrated experience with providing strong customer service, using effective communications skills and strong attention to detail, while also actively listening to their needs.
• Prior experience managing multiple or competing priorities, including use of multiple computer applications and systems simultaneously.
• Proficient with Microsoft Office applications, particularly Outlook and Teams.
• Must be hard-wired to their internet connection. Wireless, satellite, cellular and microwave connections are NOT permitted.
• Must have a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.

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

• Address incoming telephone, digital, or written inquiries.
• Provide Group or Individual Medicare members with a resolution or pathway to resolution on each call, while providing a perfect call experience.
• Address member needs which may include complex benefits questions, resolving issues, and educating members.
• Handle 40+ inbound calls daily from members in a fast-paced inbound call center environment.
• Accurately record details of inquiries, comments or complaints, transactions or interactions, and take prompt / appropriate action, including escalating unresolved and pending member grievances.
• Work under minimal direction within defined parameters to identify work expectations and quality standards.
• Follow standard policies / practices that allow some opportunity for interpretation / deviation and / or independent discretion.
• Assist 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, 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: Associate degree