Group Medicare Inbound Contacts Rep

About the Role

Employment Type: Full time

Become a part of our caring community and help us put health first. The Group Medicare Inbound Contact Representative 2 represents the company by addressing incoming telephone, digital, or written inquiries. This role performs varied activities and moderately complex administrative/operational/customer support assignments. Performs computations. Typically works on semi-routine assignments.

Responsibilities

• Represents Humana by addressing incoming telephone, digital, or written inquiries from Group Medicare members.
• Strives to provide the member a resolution or pathway to resolution on each call while providing a perfect call experience.
• Addresses customer needs which may include complex benefit questions, resolving issues, and educating members.
• 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.

Required Qualifications

• MUST reside in Kentucky or Indiana within a 50-mile radius of Humana’s Louisville offices, located at 101 E. Main Street, Louisville, KY 40202.
• 2 years of customer service experience
• Demonstrated experience with providing strong customer service and attention to detail while actively listening.
• Prior experience managing multiple or competing priorities, including use of multiple computer applications / systems simultaneously.
• Proficiency with Microsoft Office applications, particularly Outlook and Teams
• Prior experience effectively communicating with customers verbally and actively listening to their needs.

Preferred Qualifications

• Associate or Bachelor’s degree
• Previous inbound call center or related customer service experience
• Previous healthcare experience
• Bilingual in Spanish and English

Required Work Schedule

• Virtual training will start day one of employment and runs for the first 12 weeks with a schedule of 8:00 AM to 4:30 PM EST, Monday through Friday.
• You must be on time, dressed appropriately, with your camera ON during training and for other meetings required by leadership.
• Attendance is vital for success, so no time off is allowed during training or within 60 days following training. Time off during your 120-day appraisal period is extremely limited.
• Exception: Should a Humana-observed holiday occur during training or within the 120-day appraisal period, you will have the holiday off (paid).
• Following 12 weeks of training, you will be assigned to an 8-hour shift between the hours of 7:45 AM and 9:00 PM Eastern Time, Monday through Friday.
• Once Shift Bid takes place, you must be available to work any 8-hour shift between the hours of 7:45 AM and 9:00 PM Eastern Time, Monday through Friday.
• Shift Bids take place periodically and are based on performance and business needs.
• Some weekends and overtime may also be required, especially during our Annual Enrollment peak season of October through March and as needed by the business. We strive to provide a minimum of a week's notice for required overtime.