Specialty Pharmacy Inbound Contacts Representative

Overview

Become a part of our caring community and help us put health first

As an Inbound Contacts Representative, you will represent us by addressing incoming telephone, digital, or written inquiries. Inbound Contacts Representative performs basic administrative/clerical/operational/customer support/computational tasks. Typically work on routine and patterned assignments.

In the Center Well Specialty Pharmacy (CWSPC) department, you will operate as an inbound call center dedicated to managing specialty medication needs for our members. Your primary responsibilities include scheduling the delivery of specialty medications directly to members' homes or their designated medical office (MDO). Also, you will address multiple benefits-related inquiries from our members, ensuring they have comprehensive information and support.

Collaborating with multiple departments, we aim to provide seamless and efficient assistance to our members. The role also requires that you thoughtfully de-escalate calls, handling every member interaction with the utmost care.

In this role you will address customer needs which may include complex benefit questions, resolve issues, and educate members. Record details of inquiries, comments or complaints, transactions or interactions and takes action in accordance to it. Escalate unresolved and pending customer grievances. The supervisor limits decisions to defined parameters around work expectations, quality standards, priorities and timing, and oversees works and within established practices and guidelines with minimal opportunity for deviation.

Use your skills to make an impact

Although this role is Work at Home you must be located in one of the following states:
FL, IN, OH, TN, AZ, MO, NM, or NC

• 2+ years of customer service experience
• Customer service orientation
• Strong attention to detail
• Intermediate typing and computer navigation skills, including use of multiple computer applications simultaneously
• Experience providing detailed troubleshooting and resolutions to users
• Resolve problems and develop favorable solutions
• Verbal and listening communication skill

Schedule: This position requires flexibility to work any shift Monday through Saturday between 8:00 AM and 11:00 PM EST. You will work five (5) 8‑hour shifts per week.

• Saturday is a required workday (Saturday operating hours: 8:00 AM – 6:30 PM EST)
• One weekday & Sunday will be scheduled off

We have a strict attendance policy especially during the first (180) days. New hires cannot have any more than (4) instances including being tardy (logging in late at the beginning of your shift and coming back from lunch or break late), early leave, or call offs.

• Associate's or Bachelor's Degree
• Previous inbound call center or related customer service experience
• Healthcare experience
• Pharmacy experience
• Bilingual in English / Spanish with the ability to speak, read, and write in both languages without limitations or assistance.

To ensure home employees' ability to work effectively, the self-provided internet service of home employees 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.
• Satellite and Wireless Internet service is NOT allowed for this role.
• Humana will provide Home or Hybrid Home/Office employees with telephone equipment appropriate to meet the business requirements for their position/job.
• Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information

As part of our hiring process for this opportunity, we will be using technology called Hire Vue to enhance our hiring and decision-making ability. Hire Vue allows us to quickly connect and gain valuable information from you pertaining to your relevant skills and experience at a time that is best for your schedule.

Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.

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The compensation range below reflects a good faith estimate of starting base pay for full…