Humana

Inbound Contacts Representative 1

Kansas City, Kansas, United States

Not SpecifiedCompensation
Junior (1 to 2 years)Experience Level
Full TimeJob Type
NoVisa
HealthcareIndustries

Requirements

Candidates must be U.S. citizens and have at least one year of customer service experience in a professional environment. Prior experience managing multiple or competing priorities, including using multiple computer applications simultaneously, is required, along with demonstrated ownership to problem-solve independently. Strong typing and computer navigation skills are essential, and applicants must be able to work from a dedicated space free of interruptions to protect member PHI/HIPAA information. The ability to successfully obtain government security clearance is also mandatory. A college degree is highly preferred, as is experience in healthcare, military, or managed care environments, or call center experience.

Responsibilities

The Inbound Contacts Representative 1 will represent the company by addressing incoming telephone, digital, or written inquiries, performing basic administrative, operational, and customer support tasks. Responsibilities include resolving member issues, answering complex benefit questions, educating members, and recording details of interactions. The role involves escalating unresolved customer grievances and making decisions within defined parameters under close supervision. Representatives will deliver a consistent customer service experience to TRICARE beneficiaries and providers, acting as a customer advocate by resolving complex concerns accurately and promptly, and demonstrating the ability to make sound business decisions aligned with company values. Prioritizing workload to maintain schedules and answer incoming calls efficiently is also a key duty.

Skills

Customer Service
Problem-Solving
Computer Navigation
Typing
Administrative Tasks
Clerical Tasks
Operational Tasks
Customer Support
Computational Tasks

Humana

Health insurance provider for seniors and military

About Humana

Humana provides health and well-being services, focusing on Medicare Advantage plans for seniors, military personnel, and communities. Their plans include HMO, PPO, and PFFS options, designed to improve health outcomes through comprehensive and flexible coverage. Humana's revenue comes from government contracts and member premiums, and they aim to maintain high renewal rates by offering quality service and competitive benefits. The company stands out by fostering a culture of inclusivity and belonging among its employees, while also ensuring accessibility for all members, including offering free language interpreter services. Humana's goal is to deliver value to its members through an extensive provider network and innovative health solutions.

Louisville, KentuckyHeadquarters
1961Year Founded
IPOCompany Stage
Social Impact, HealthcareIndustries
10,001+Employees

Risks

Potential over-reliance on AI could disrupt operations if systems fail or are compromised.
Rising medical costs and tightening Medicare reimbursements may strain financial performance.
Leadership change with new CEO Jim Rechtin could lead to strategic disruptions.

Differentiation

Humana is a leader in Medicare Advantage plans, focusing on seniors and military personnel.
The company emphasizes inclusivity, offering free language interpreter services for accessibility.
Humana leverages AI and cloud technologies through a partnership with Google Cloud.

Upsides

Humana's investment in Healthpilot enhances digital enrollment for Medicare options.
The company is the first insurer to cover TMS therapy for adolescent depression.
Humana's focus on value-based care aims to improve outcomes for kidney disease patients.

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