Inbound Contacts Representative - Bilingual

Inbound Contacts Representative 1

Employment Type: Full time

Position Overview

Become a part of our caring community and help us put health first. The Inbound Contacts Representative 1 represents the company by addressing incoming telephone, digital, or written inquiries. This role performs basic administrative/clerical/operational/customer support/computational tasks, typically working on routine and patterned assignments. The Inbound Contacts Representative 1 addresses customer needs, which may include complex benefit questions, resolving issues, and educating members. You will record details of inquiries, comments, complaints, transactions, or interactions and take appropriate action. Escalation of unresolved and pending customer grievances is also a part of the role. Decisions are limited to defined parameters around work expectations, quality standards, priorities, and timing, and work is performed under close supervision and/or within established policies/practices and guidelines with minimal opportunity for deviation.

Requirements

• Fully BILINGUAL (English/ Spanish): Must be able to speak, read, and write in both languages without limitations or assistance.
• 1 or More Years of Recent Call Center Experience: Inbound or outbound experience is required.
• 2 Years of Customer Service Experience
• Residency: Must reside in the Eastern or Central Time Zone.
• Strong Customer Service Orientation
• Strong Attention to Detail
• Strong Typing and Computer Navigation Skills: Including Microsoft Office applications (Word, Excel, Outlook, and Teams).
• Ability to Manage Multiple or Competing Priorities: Including the use of multiple computer applications simultaneously.

Preferred Qualifications

• Associate or bachelor’s Degree
• Healthcare experience

Responsibilities

• Address incoming telephone, digital, or written inquiries.
• Perform basic administrative/clerical/operational/customer support/computational tasks.
• Address customer needs, including complex benefit questions, issue resolution, and member education.
• Record details of inquiries, comments, complaints, transactions, or interactions and take appropriate action.
• Escalate unresolved and pending customer grievances.

Work Schedule and Training

• Training Start Date: September 8th, 2025.
• Virtual Training: Starts on day one of employment and runs for the first 5-6 weeks.
  • Schedule: 8:30 AM to 5:00 PM Eastern, Monday - Friday.
  • Requirements: Must be on time, in a quiet environment, dressed appropriately, with your camera ON during training and for other meetings required by leadership.
• Work Schedule Following Training: 12:30 PM to 9:00 PM. Shift bids periodically occur based on business needs, performance, and tenure.
• Appraisal Period: The initial 120 days of employment constitute an appraisal period essential for learning and development. Perfect attendance is required during both classroom training and nesting periods.
• Attendance Policy: The department has a strict attendance policy. Time off is not permitted during the first 90 days and is discouraged during the 120-day appraisal period.
• Commitment: You must be willing to remain in this position for a period of twelve (12) months before applying to other opportunities outside of the SSO Specialty Dental team.

Work at Home Requirements

• Dedicated Workspace: Must have a separate room with a locked door that can be used as a home office to ensure absolute and continuous privacy.
• Internet: Must have accessibility to hardwired high-speed internet with minimum speeds of 25mbps download x 10mbps upload for a home office (Wireless and Satellite are prohibited).

Language Proficiency Testing

Any Humana associate who speaks with a member in a language other than English must take a language proficiency assessment provided by an outside vendor to ensure competency. Applicants will be required to take the Interagency Language Rating (ILR) test as provided by the Federal Government.

Application Instructions

PLEASE MAKE SURE YOU ATTACH YOUR RESUME IN ENGLISH TO YOUR APPLICATION (PDF OR WORD FORMAT)

Company Information

(Company information not provided in the original description)