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

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.

The Inbound Contacts Representative 2 addresses customer needs which may include complex benefit questions, resolving issues, and educating providers. Records details of inquiries, comments or complaints, transactions or interactions and takes action in accordance to it. Escalates unresolved and pending customer grievances. Decisions are typically focus 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
 

Training: Beginning June 30th, virtual training will be conducted Monday-Friday, 8am-4:30pm EST for your first 8 weeks.

Shift: After training, your shift will be assigned Monday-Friday between 8am-6pm EST.

Required Qualifications

• 1 year of customer service experience
• Strong customer service orientation
• Strong attention to detail
• Strong typing and computer navigation skills
• Ability to manage multiple or competing priorities, including use of multiple computer applications simultaneously
• Effective verbal and listening communication skills
• Must be passionate about contributing to an organization focused on continuously improving consumer experiences

Preferred Qualifications

• Previous inbound call center or related customer service experience
• Healthcare experience

Work at Home Guidance 

To ensure Home or Hybrid Home/Office associates’ ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office associates 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. 

·         Associates 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 associates 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. 

 

Interview Process

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.

·         Text Prescreen: Shortly after submitting your application, you may receive both a text message and email requesting you to complete 10 to 15 prescreen questions with either yes or no answers. The text message may arrive prior to the email. If you prefer to answer via computer or tablet, wait for the email.

·         Video Prescreen: If you are successful with your text screen, you will receive another communication to record a Video Prescreen. This is an online video activity using your phone, tablet, or computer; however, most candidates prefer using a computer or tablet.

·         Interviews: Some candidates will be invited to interview. If so, the recruiter will reach out to schedule.

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