Medicare Inbound Contacts Representative

Overview

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 and typical semi-routine work. The role involves computations and generally operates on semi-routine assignments.

The Medicare Inbound Contact Representative 2 represents Humana by addressing incoming telephone, digital, or written inquiries from Medicare members. The goal is to provide the member a resolution or pathway to resolution on each call while delivering a high-quality call experience.

The Medicare Inbound Contact Representative 2 addresses member 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.

• Virtual training starts day one and runs for the first 10 to 12 weeks with a schedule of 8:00 AM to 4:30 PM EST, Monday through Friday.
• On-time attendance, appropriate dress, and camera-on during training and required meetings.
• Attendance is vital for success; no time off is allowed during training or within 60 days following training. Time off during the initial 120 days is extremely limited. If a Humana-observed holiday occurs during training or within the initial 120 days, the holiday is paid and off.
• All associates are subject to a 180-day appraisal period.
• After training, the role shifts to an 8-hour shift between 7:45 AM and 9:00 PM ET, Monday through Friday.
• Shift bids occur periodically based on performance and business needs.
• Some weekends and overtime may be required, especially during peak season (October–March) and as needed. Minimum notice for weekends/overtime is provided when possible.
• The position requires learning multiple systems, policies, and tools; proficiency takes time. You must be willing to remain in this position for twelve (12) months before applying to other Humana opportunities outside of Individual or Group Medicare.

• Required:
  
  2 years of customer service experience.
• Demonstrated ability to provide strong customer service with attention to detail and active listening.
• Experience managing multiple priorities and using multiple computer applications/systems simultaneously.
• Proficiency with Microsoft Office applications, particularly Outlook and Teams.
• Effective verbal communication with customers and active listening.

• 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).

To ensure home or hybrid home/office associates’ ability to work effectively, the self-provided internet service must meet the following criteria:

• Minimum download speed of 25 Mbps and upload speed of 10 Mbps is recommended.
• Associates must be hard-wired to their internet connection. Wireless, satellite, cellular, and microwave connections are not permitted.
• Associates living and working from home in California, Illinois, Montana, or South Dakota receive bi-weekly internet expense payments.
• Humana provides home or hybrid home/office associates with appropriate telephone equipment.
• Work from a dedicated space that protects member PHI/HIPAA 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.

• Please attach your resume to your application (PDF or Word format).

We will use Hire Vue as part of the hiring process. Hire Vue enables quick connections and gathering information about your skills and experience.

• Text Prescreen:
  You may receive a text message and email with prescreen questions.
• Assessment:
  If selected, you will complete the Virtual Job Experience (VJE) online activity.
• Video Prescreen:
  If you succeed with the VJE, you will record a Video…