Telephonic Consumer Service Operations Representative 2

Employment Type: Full-time

Position Overview

Become a part of our caring community and help us put health first. The Telephonic Consumer Service Operations Representative 2 is responsible for the daily activities across multiple service functions areas. This role may perform installation, implementation, client support, client services, client administration, customer service, eligibility, and call center operations.

Responsibilities

• Provide assistance and support to sales agents regarding prospects for CarePlus and Humana eligibility.
• Support CarePlus agents with non-processed applications and enrollment, facilitating expedited referrals to help prospects screen and apply for state and federal assistance.
• Perform Data Entry and Review screenings for state and federal assistance, provide feedback to leadership, and submit screenings to state/federal government.
• Provide assistance to the CarePlus Link initiative as it relates to logging attendance and transferring calls to the presentation queue.
• Maintain confidentiality.

Requirements

• Required Qualifications:
  • 1 or more years of Telephonic customer service experience (within the past 5 years).
  • 1 or more years of typing/data entry experience (within the past 5 years).
  • Proficient in Microsoft Office (Excel, Word, and Outlook).
  • Must live in the Miami, FL area (within 1 hour).
• Preferred Qualifications:
  • Bilingual in English and Spanish.
  • Experience in Inbound and/or Outbound Call Centers.
  • Knowledge of state and federal application processes and requirements as they relate to the CarePlus Social Services department.
  • Ability to manage multiple competing priorities and work independently.
  • Detail-oriented with strong written & verbal communication skills.
  • Knowledge of Creole.
  • Knowledge and/or experience with State/Federal Assistance Programs.

Additional Information

• Travel: Once or twice per year for team engagement in Florida. (Note: There will be no traveling at this time due to business travel restrictions.)
• Work Days & Time: Monday – Friday; 8:00 am – 5:00 pm Eastern Standard Time (EST). Overtime may be required, including possible nights and weekend work based on business needs (e.g., open enrollment – October 15th through December 7th).

Application Process

As part of our hiring process, we will be using an exciting interviewing technology provided by HireVue, a third-party vendor. This technology provides our team of recruiters and hiring managers an enhanced method for decision-making.

If you are selected to move forward from your application prescreen, you will receive correspondence inviting you to participate in a pre-recorded Voice Interview and/or an SMS Text Messaging interview.

• Pre-recorded Voice Interview: You will respond to a set of interview questions via your phone. Expect this interview to take approximately 10-15 minutes.
• SMS Text Interview: You will be asked a series of questions to which you will respond using your cell phone or computer. Expect this type of interview to last anywhere from 5-10 minutes.

Your recorded interview(s) via text and/or pre-recorded voice will be reviewed, and you will subsequently be informed if you will be moving forward to the next round of interviews.

Work at Home Guidance

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

• Recommended: At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps.
• Connection Type: Wireless, wired cable, or DSL connection is suggested.
• Satellite, cellular, and microwave connections can be used only if approved by leadership.
• Internet Expense Reimbursement: Associates who live and work from Home in California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense.
• Telephone Equipment: Humana will provide Home or Hybrid Home/Office associates with telephone equipment appropriate to meet the business requirements for their position/job.
• Work Environment: Work from a dedicated space lacking ongoing interruptions to protect member PHI.