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

The Outbound Care Associate is responsible for engaging with members through outbound calls with the primary goal of scheduling virtual appointments with healthcare providers. This role requires a strong focus on customer service, effective communication, and the ability to persuade members to take proactive steps in managing their health through virtual care options.

Job Functions

• Conduct outbound calls to members to promote and schedule virtual appointments.

• Effectively communicate the benefits of scheduling virtual appointments and how they can enhance members' healthcare experience.

• Utilize persuasive techniques to encourage members to agree to schedule an appointment.

• Address any questions or concerns members may have regarding virtual services, providing accurate information and support.

• Maintain detailed records of each call, including member responses and scheduled appointments, in the customer relationship management (CRM) system.

• Performs follow up with members, outside entities and/or providers. Ensures responses to member and/or provider inquiries are completed on a timely basis to achieve service and quality

• Collaborate with team members and supervisors to achieve weekly and monthly scheduling targets.

• Stay informed about healthcare services and offerings to provide up-to-date information to members.

• Adhere to all compliance and regulatory requirements when handling member information.

Required Qualifications

• 2 year plus previous experience in a call center or customer service role

• Minimum of 3 years’ experience in a sales or customer service role, where persuasive communication was essential to achieving targets.

• Ability to manage multiple or competing priorities, including use of multiple computer applications simultaneously

• Ability to build rapport and establish trust with members over the phone.

• Strong verbal communication and active listening skills including knowledge of medical terminology

• Strong typing and computer navigation skills

• Excellent organizational and time-management skills.

• Goal-oriented with a proven track record of meeting performance targets.

• Ability to work independently and as part of a team in a fast-paced environment.

Preferred Qualifications

• Familiarity with healthcare services and virtual appointment scheduling.

• Experience with Electronic Medical Records.

• Previous experience interacting with the senior population.

• Bilingual in English/Spanish with the ability to speak, read and write in both languages without limitations and assistance

Scheduled Weekly Hours: 40. May require occasional evening or weekend shifts based on business needs.

** PLEASE MAKE SURE YOU ATTACH YOUR RESUME TO YOUR APPLICATION (PDF or Word format) **

Use your skills to make an impact
 

Alert

Humana values personal identity protection. Please be aware that applicants may be asked to provide their Social Security Number, if it is not already on file. When required, an email will be sent from Humana@myworkday.com with instructions on how to add the information into your official application on Humana’s secure website.

Interview Format – HireVue

As part of our hiring process for this opportunity, we will be using an interviewing technology called HireVue to enhance our hiring and decision-making ability. HireVue 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.

Work-At-Home Requirements

To ensure Home or Hybrid Home/Office employees’ ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria:

• At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is recommended; wireless, wired cable or DSL connection is suggested.

• Satellite, cellular and microwave connection can be used only if approved by leadership.

• Employees who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense.

• Humana will provide Home or Hybrid Home/Office employees with telephone equipment appropriate to meet the