Inbound Contacts Representative

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage over 40 inbound calls each day from providers in a fast-paced call center setting.

• Respond to inquiries regarding benefits, service concerns, and general questions.

• Escalate any unresolved or ongoing customer complaints.

• Record interactions, actions taken, and results in internal systems.

• Address routine to moderately complex issues following established protocols and workflows.

• Recognize issues that need escalation and transfer them to the appropriate teams.

• Achieve expectations related to quality, productivity, and customer experience.

• Assist members and providers by answering inquiries, addressing concerns, and guiding them through the next steps.

• Provide empathetic, accountable, and high-quality customer experiences.

• Participate in virtual training sessions and mandatory leadership meetings with the camera on.

⛳️ Requirements

• Minimum of 2 years of experience in Customer Service.

• Proficient typing and computer navigation skills.

• Capability to handle multiple or competing priorities, including using several computer applications at once.

• Strong verbal and listening communication skills.

• Availability to work any 8-hour shift between 8:00 am and 8:00 pm Eastern Time, Monday to Friday, after training.

• Must be able to attend 6 to 7 weeks of virtual training from 9:00 am to 5:30 pm Eastern Time, Monday to Friday.

• Required to work from a quiet, dedicated space to protect member PHI/HIPAA information.

• Must have self-provided internet service with a minimum of 25 Mbps download and 10 Mbps upload speeds.

• Willingness to stay in the position for twelve months before pursuing other Humana opportunities outside the team.

• Preferred: Associate's or Bachelor's Degree.

• Preferred: Previous experience in an inbound call center.

• Preferred: Background in Healthcare.

• Preferred: Bilingual in English and Spanish, with the ability to read, write, and speak both languages.

• Bilingual applicants must complete the Interagency Language Rating (ILR) test.

🏝️ Benefits

• Medical, dental, and vision coverage.

• 401(k) retirement savings plan.

• Paid time off.

• Company and personal holidays.

• Paid parental and caregiver leave.

• Short-term and long-term disability benefits.

• Life insurance.

• Personal wellness and smart healthcare decision support.

• Virtual training opportunities.

• Occasional travel to Humana offices for training or meetings.