Medicare Inbound Contacts Representative

Humana • London, ND

6d • Remote

About The Position

Become a part of our caring community and help us put health first The Medicare Inbound Contact Representative 2 represents the company by addressing incoming telephone, digital, or written inquiries. The Medicare Inbound Contact Representative 2 performs varied activities and moderately complex administrative/operational/customer support assignments. Performs computations. Typically works on semi-routine assignments. The Medicare Inbound Contact Representative 2 represents Humana by addressing incoming telephone, digital, or written inquiries from Medicare members. The Medicare Inbound Contact Representative 2 strives to provide the member a resolution or pathway to resolution on each call while providing a perfect call experience. The Medicare Inbound Contact Representative 2 addresses customer needs which may include complex benefit questions, resolving issues, and educating members. This is a high-volume call center setting, which can be stressful at times. Handles 40+ inbound calls daily from members in a fast-paced inbound call center environment. Records details of inquiries, comments or complaints, transactions, or interactions, and takes action accordingly. Escalates unresolved and pending customer grievances. Decisions are typically focused 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. Use your skills to make an impact

Requirements

• 2 years of customer service experience
• Demonstrated experience with providing strong customer service and attention to detail while actively listening.
• Prior experience managing multiple or competing priorities, including use of multiple computer applications / systems simultaneously.
• Proficiency with Microsoft Office applications, particularly Outlook and Teams
• Prior experience effectively communicating with customers verbally and actively listening to their needs.
• At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is recommended.
• Associates in this role are required to be hard-wired to their internet connection.
• Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.

Nice To Haves

• Associate or Bachelor’s degree
• Previous inbound call center or related customer service experience
• Previous healthcare experience
• Bilingual in Spanish and English (see Language Proficiency Testing below)

Responsibilities

• Addresses incoming telephone, digital, or written inquiries.
• Provides member a resolution or pathway to resolution on each call while providing a perfect call experience.
• Addresses customer needs which may include complex benefit questions, resolving issues, and educating members.
• Handles 40+ inbound calls daily from members in a fast-paced inbound call center environment.
• Records details of inquiries, comments or complaints, transactions, or interactions, and takes action accordingly.
• Escalates unresolved and pending customer grievances.

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
• Number of Employees: 5,001-10,000 employees