[Remote] Inbound Contacts Representative at Humana

San Antonio, Texas, United States

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Not SpecifiedCompensation

Entry Level & New GradExperience Level

Full TimeJob Type

NoVisa

Healthcare, Insurance, Government ContractsIndustries

Requirements

U.S. Citizenship (required by Department of Defense contract)
Successfully receive approval for government security clearance (via National Background Investigation Services NBIS)
Minimum one (1) year customer service experience in a professional environment
Prior experience managing multiple or competing priorities
Demonstrated ownership to problem-solve independently
Ability to manage multiple or competing priorities, including use of multiple computer applications simultaneously
Basic proficiency using Microsoft Office suite (Word, Outlook, PowerPoint, Excel)
Knowledge navigating multiple systems/platforms and ability to troubleshoot and resolve general technical difficulties in a remote environment
Reside within a two-hour commuting distance of a government facility authorized to issue Common Access Cards (CAC)
Must not currently live in Puerto Rico (per government contract)
Preferred Qualifications
Experience in healthcare, military, or managed care environment
Call Center experience
College degree (Associate’s or Bachelor’s)
Knowledge of customer service principles and practices (formal training or experience)

Responsibilities

Represent the company by addressing incoming telephone, digital, or written inquiries
Perform basic administrative/clerical/operational/customer support/computational tasks on routine and patterned assignments
Address customer needs, including complex benefit questions, resolving issues, and educating members
Record details of inquiries, comments, complaints, transactions, or interactions and take action accordingly
Escalate unresolved and pending customer grievances
Deliver a consistent customer service experience by providing efficient and timely resolutions to TRICARE beneficiaries and providers
Act as customer advocate by resolving complex concerns in an accurate and timely fashion
Demonstrate ability to make good business decisions aligned with Humana values
Prioritize workload to continuously answer incoming calls and maintain established schedules

Skills

Key technologies and capabilities for this role

Customer ServiceMicrosoft WordMicrosoft OutlookProblem SolvingMultitaskingTelephone SupportDigital Inquiries

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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