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The Medicare Call Center Rep (Inbound Contacts Representative 2) represents Humana by addressing incoming telephone, digital, or written inquiries. The Medicare Call Center Rep performs varied activities and moderately complex administrative / operational / customer support assignments. Performs computations. Typically works on semi-routine assignments.
In this position, you will strive to provide our Group or Individual Medicare members with a resolution or pathway to resolution on each call, while providing a perfect call experience.
Among other responsibilities, you will address member needs which may include complex benefits questions, resolving issues, and educating our members.
You will handle 40+ inbound calls daily from our members in a fast-paced inbound call center environment. This is a high-volume call center setting, which may be stressful at times.
You will accurately record details of inquiries, comments or complaints, transactions or interactions, and take prompt / appropriate action, including escalating unresolved and pending member grievances.
Decisions are typically focused on interpretation of area / department policy and methods for completing assignments.
You will work under minimal direction within defined parameters to identify work expectations and quality standards but will have some latitude over prioritization / timing.
You will follow standard policies / practices that allow some opportunity for interpretation / deviation and / or independent discretion.
Use your skills to make an impact
Required Work Schedule:
Virtual training will start on 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 for the entire duration of training and for other meetings required by leadership. Your entire face, from the shoulders up, must be clearly visible with no obstructions.
Attendance is vital for success, so no time off is allowed during training. Exception: Should a Humana-observed holiday occur during training or within the initial 120-days of employment, you will have the holiday off (paid).
All associates are subject to a 180-day appraisal period.
Following training, you will be assigned to an 8-hour shift between the hours of 8:00 AM and 8:00 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 peak season of October through March and as needed by the business. No time off is allowed in January of each year (except Humana-observed holidays). We strive to provide a minimum of a week's advance notice for required weekends and / or overtime; however, at times business needs do not allow for a week's advance notice.
This opportunity involves working in a call center environment to support Humana Medicare members. As part of your career development for this position, you may be asked to assist with other lines of business. This will be based on business requirements and may include Member Solutions, which handles escalations.
Humana strongly supports your career growth! All Humana positions require learning many systems, policies, and tools, and it takes time to become proficient in the role. All associates who wish to apply for positions must have been in their present position for a period of twelve (12) months, unless the best interests of the company are served by a shorter period of service.
Required Qualifications
You must have a minimum of 2 years of customer service experience
You must have demonstrated experience with providing strong customer service, using effective communications skills and strong attention to detail, while also actively listening to their needs
You must have prior experience managing multiple or competing priorities, including use of multiple computer applications and systems simultaneously
You must be proficient with Microsoft Office applications, particularly Outlook and Teams
Preferred Qualifications
Previous inbound call center or related customer service experience
Previous healthcare experience
Associate or Bachelor's degree
Bilingual in Spanish and English (see Language Proficiency Testing below)
Pay Rate
Work at Home Guidance
To ensure Home or Hybrid Home/Office associates' ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office associates must meet the following criteria:
At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is recommended (you can check your speed at speedtest.net).
Associates in this role are required to be hard-wired to their internet connection. Wireless, satellite, cellular and microwave connections are NOT permitted.
Associates who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided with a bi-weekly payment for their internet expense.
Humana will provide Home or Hybrid Home/Office associates with telephone equipment appropriate to meet the business requirements for their position/job.
You must work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.
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.
Additional Information
Interview Process
As part of our hiring process for this opportunity, we will be using technology called HireVue to enhance our hiring and decision-making ability. HireVue allows us to quickly connect and gain valuable information from you pertaining to your relevant skills and experience at a time that is best for your schedule.
Assessment: If you are selected to move forward, you will receive a text and / or email to complete the Virtual Job Experience (VJE). This is an online activity where you will learn more about Customer Care jobs at Humana, try out some of the most common job tasks, and tell us more about yourself. Most people complete the VJE in approximately 30 minutes. To complete it, you will need a smart phone, computer or tablet with internet access, and speakers/headphones. We do not make job offers to candidates that do not complete the VJE.
Text Prescreen : If you are successful with the VJE, you may receive both a text message and email requesting you complete a prescreen text question. The text message may arrive prior to the email. If you prefer to answer via computer or tablet, wait for the email.
Video Prescreen: Based on your answer to the text question, you may receive another communication to record a Video Prescreen. This is an online video activity using your phone, tablet, or computer; however, most candidates prefer using a computer or tablet.
Live Virtual Interviews : Some candidates will be invited to interview. If so, the recruiter will reach out to invite you to schedule your virtual interview.
Offers : Finalists from the interview will be contacted by a recruiter to discuss an offer.
Note : Depending on the number of openings, the number of candidates who apply, and the schedules of interviewers and recruiters, this process may take several weeks or less; however, know that we are working hard to proceed as quickly as possible and to keep you informed.
Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.
Scheduled Weekly Hours
40
Pay Range
The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.
$39,000 - $49,400 per year
Description of Benefits
Humana, Inc. and its affiliated subsidiaries (collectively, "Humana") offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.
About us
About Humana: Humana Inc. (NYSE: HUM) is a leading U.S. healthcare company. Through our Humana insurance services and our CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health - delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare and Medicaid, families, individuals, military service personnel, and communities at large. Learn more about what we offer at Humana.com and at CenterWell.com.
Equal Opportunity Employer
It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.
Humana complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, gender identity or religion. We also provide free language interpreter services. See our https://www.humana.com/legal/accessibility-resources?source=Humana_Website.