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Inbound Contacts Representative - Remote Opportunity

Company: Humana
Location: Salem
Posted on: June 26, 2022

Job Description:

**Description**The Inbound Contacts Representative 2 represents the company by addressing incoming telephone, digital, or written inquiries. The Inbound Contacts Representative 2 performs varied activities and moderately complex administrative/operational/customer support assignments. Performs computations. Typically works on semi-routine assignments.**Responsibilities****What we need your help with:**The Inbound Contact Representative 2 addresses customer needs that may include complex benefit questions, resolving issues, and educating members.**CarePlus/Humana Offers**+ 25-35 inbound calls in a fast-paced inbound call center environment.+ Intakes details of inquiries, comments or grievances and takes action in accordance to it.+ Determine appropriate policy and procedure to utilize for resolution of call.+ Learns to use tools and resources to work under minimal direction.+ Follows standard policies/practices.+ Agents must be camera-ready at all work periods for training, meetings, or when requested by management.**COME GROW WITH HUMANA! BENEFITS DAY ONE - STELLAR 401K MATCH - PAID TIMEOFF - TUTION ASSISTANCE PROGRAMS - STELLAR WELLNESS/REWARDS PROGRAM****What you need for success! - Required Qualifications**+ 2 years or more customer service experience with heavy or high volume healthcare, call quality, retail service with emphasis on the ability to de-escalate communications with members, and internal customers. This position requires a high degree of organization, structure and focus.+ Excellent verbal and written communication skills+ Demonstrated experience with providing strong customer service and attention to details while listening on calls.+ Ability to focus on training and responsibilities without significant interruption during the workday.+ Strong initiative with the ability to adapt to change as the business requires.+ Must have the ability and willingness to be selfless and focus on the member as the priority throughout the workday.+ Prior experience managing multiple or competing priorities, including use of multiple computer applications simultaneously.+ **Must be available to work any shift between the hours of 7:45 am - 8:00 pm EST (M-F) as well as weekends and overtime, especially during our peak season of October-March and as needed by the business.**+ **Training is work at home/virtual, requires camera be on and follows this schedule:**+ **Training is done in two phases of 7 weeks each and is a combination of virtual classroom and phone calls.**+ **Attendance is vital for success. No time off is allowed for the first 90 days.**+ Once training is completed associates will be assigned a shift based on location and business needs.+ Ability to retain information and pass multiple assessments during new hire training and throughout employment.+ Once in a full-time role, associates must complete a minimum of 2 years within this department before transferring to another department.**Work at Home Requirements**+ Must have high-speed DSL or cable modem for a home office (Satellite or Wireless Internet service is NOT allowed for this role).+ A minimum standard speed for optimal performance of 25 mps x 10 mps is required.+ A dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.**What you need to STAND OUT among the crowd!: Preferred Qualifications**+ Prior inbound call center or related customer service experience.+ Prior healthcare experience.+ Medicare, Care Advantage, or compliance industry experience such as in a medical office, clinical unit/office coordination role.+ Experience with de-escalation of difficult calls.+ Strong documentation and categorization of call type.+ Member advocacy experience.**Additional Information**+ Any Humana associate who speaks with a member in a language other than English must take a language proficiency assessment, provided by an outside vendor, to ensure competency. Applicants will be required to take the Interagency Language Rating (ILR) test as provided by the Federal Government.+ For Interview Purposes:+ Access to a personal computing device with a camera, a minimum internet connection speed of 10m x 1m**Scheduled Weekly Hours**40

Keywords: Humana, Salem , Inbound Contacts Representative - Remote Opportunity, Other , Salem, Oregon

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