Description

Humana is continuing to grow! The CarePlus Health Plan is offering new Call Center Representative positions that will have the pleasure of taking inbound calls from our members and provide excellent service and support. These fully Work at Home roles are an amazing entry opportunity to join a Fortune 100 company that continues to expand and grow!!

Responsibilities

The Call Center Representative represents Humana/CarePlus by addressing incoming telephone, digital, or written inquiries from Medicare members. The Call Center Representative strives to provide the member a resolution or pathway to resolution on each call while providing a perfect call experience.

What we need your help with:

The Call Center Representative addresses customer needs that may include complex benefit questions, resolving issues, and educating members.

• 25-35 inbound calls per day in a fast-paced inbound call center environment.
• Intakes details of inquiries, comments or grievances and takes action in accordance to it.
• Determine appropriate policy and procedure to utilize for resolution of call.
• Learns to use tools and resources to work under minimal direction.
• Follows standard policies/practices.
• Agents must be camera-ready at all work periods for training, meetings, or when requested by management.

**PLEASE MAKE SURE YOU ATTACH YOUR RESUME IN ENGLISH TO YOUR APPLICATION (pdf or Word format) **

Required Qualifications - What you need for success!

• Fully Bilingual English/Spanish
• Must reside in Puerto Rico
• 2 years or more customer service experience
• Excellent verbal and written communication skills both in English and Spanish
• Demonstrated experience with providing strong customer service and attention to details while listening on calls.
• Ability to focus on training and responsibilities without significant interruption during the workday.
• Strong initiative with the ability to adapt to change as the business requires.
• Must have the ability and willingness to be selfless and focus on the member as the priority throughout the workday.
• Prior experience managing multiple or competing priorities, including use of multiple computer applications simultaneously.
• Ability to retain information and pass multiple assessments during new hire training and throughout employment.
• Once in a full-time role, associates must complete a minimum of 2 years within this department before transferring to another department.

Preferred Qualifications - What you need to STAND OUT among the crowd!

• Prior inbound call center or related customer service experience.
• Prior healthcare experience.
• Medicare, Care Advantage, or compliance industry experience such as in a medical office, clinical unit/office coordination role.
• Experience with de-escalation of difficult calls.
• Strong documentation and categorization of call type.
• Member advocacy experience.

Required Work Schedule –

• Training: Humana offers work at home/virtual training, requires camera be on and follows this schedule:
  • Training is 10-15 weeks and is a combination of virtual classroom and phone calls. Attendance is vital for success.
  • No time off is allowed for the first 90 days (with the exception of any observed holidays).
    
• Work Schedule: Once training is completed associates will be assigned a shift based on location and business needs. You must be flexible to work any shift between the hours of 7:45 am – 8:00 pm EST (M-F) as well as weekends and overtime, especially during our peak season of October-March and as needed by the business. **During U.S. day light savings time, business hours change to 8:45 am – 9:00 pm AST (M-F) **

Work at Home Requirements

• Must have high-speed DSL or cable modem for a home office
• A minimum standard speed for optimal performance of 25 mbs download x 10 mbs upload is required.
• A dedicated space lacking ongoing interruptions to protect member PHI/HIPAA information.

Additional Information

Please remember to attach your resume in English to your application.

• 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

Humana Perks:

Full time associates enjoy:

• Medical, Dental, Vision and a variety of other supplemental insurances
• Paid time off (PTO) & Paid Holidays
• 401(k) retirement savings plan
• Tuition reimbursement and/or scholarships for qualifying dependent children.
• And much more!

Social Security Task:
Alert: Humana values personal identity protection. Please be aware that applicants being considered for the position will be asked to provide a social security number, if it is not already on file. When required, an email will be sent from Humana@myworkday.com with instructions to add the information into the application at Humana’s secure website.

Virtual Pre-Screen:

As part of our hiring process for this opportunity, we will be using exciting virtual pre-screen technology called Modern Hire to enhance our hiring and decision-making ability. Modern Hire allows us to quickly connect and gain valuable information for you pertaining to your relevant skills and experience at a time that is best for your schedule. If you are selected for a virtual pre-screen, you will receive an email and text correspondence inviting you to participate in a Modern Hire interview. In this virtual pre-screen, you will receive a set of questions to answer. You should anticipate this virtual pre-screen to take about 10-15 minutes.

Scheduled Weekly Hours

40