• Job Description

  Req#: R-316850

  Description

  Interested in working from home? Interested in being and advocate and making a difference in the lives of others? Join our call center and experience a supportive team environment as an Inbound Contacts Representative 2 who represents the company by addressing incoming telephone, digital, or written inquiries. The Inbound Contacts Representative 2 performs basic administrative, clerical, and operational tasks including customer support and computational tasks. The Inbound Contacts Representative 2 typically works on routine and patterned assignments.

  Responsibilities

  The Inbound Contacts Representative 2 addresses customer needs which may include complex benefit questions, resolving issues, and educating members. Records details of inquiries, comments or complaints, transactions or interactions and takes action in accordance to it. Escalates unresolved and pending customer grievances. Decisions are typically focus on interpretation of area/department policy and methods for completing assignments. Works within defined parameters to identify work expectations and quality standards, but has some latitude over prioritization/timing, and works under minimal direction. Follows standard policies/practices that allow for some opportunity for interpretation/deviation and/or independent discretion.

  The Inbound Contacts Representative 2 works in a call queue in the prior authorizations department processing requests from providers, members, and pharmacies via phone. Some outbound calling may be required to clarify information on requests.

  Hours of Operation: Mon-Fri 8:00am – 11:00pm EST. An 8 hour shift will be assigned after training.

  Location: Must reside in Kentucky, Indiana, Colorado, Utah, Arizona, Idaho, Montana, New Mexico, or Wyoming

  Required Qualifications

  • 3 years of Customer Service experience
  • Strong customer service orientation
  • Strong attention to detail
  • Strong typing and computer navigation skills
  • Ability to manage multiple or competing priorities, including use of multiple computer applications simultaneously
  • Effective verbal and listening communication skills
  • Must be passionate about contributing to an organization focused on continuously improving consumer experiences

  Preferred Qualifications

  • Associate's or Bachelor's Degree
  • Previous inbound call center or related customer service experience
  • Healthcare experience
  • Bilingual Spanish/English strongly preferred

  Compensation & Benefits f or t his r ole Include:

  • Competitive Pay

  • Overtime and Shift Differentials

  • Annual Incentive Plan

  • Medical, Dental, Vison and Life Insurance (plus other plans!)

  • Well - Being Plans – Be Rewarded f or Wellness Activities

  • Doctor on Demand

  • 401K

  • 23 Days PTO plus ( 1 ) Personal Holiday and (1) Volunteer Day

  Additional Information

  • Our department is open all Holidays except Christmas Day and Thanksgiving Day.
  • Over time is given generally in our Peak Season (January 1 - March 31) Our overtime will always be during our business days/hours of Monday – Friday 8:00am – 11:00pm EST.
  • Associates are required to have internet service (not provided by Humana ) and MUST have a minimal download speed of (25) and upload speed of (10) prior to start date.

  As part of our hiring process, we will be using an exciting interviewing technology provided by Modern Hire, a third-party vendor. This technology provides our team of recruiters and hiring managers an enhanced method for decision-making.

  If you are selected to move forward from your application prescreen, you will receive correspondence inviting you to participate in an SMS Text Messaging interview. You will be asked a series of questions to which you will be using your cell phone or computer to answer the questions provided. Expect this type of interview to last anywhere from 5-10 minutes. Your recorded interview(s) via text will be reviewed and you will subsequently be informed if you will be moving forward to next round of interviews.

  Alert: Humana values personal identity protection. Please be aware that applicants selected for leader review may be asked to provide their social security number, if it is not already on file. When required, an email will be sent from Humana@myworkday.com with instructions on how to add the information into your official application on Humana’s secure website.

  #LI-Remote

  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 decisions will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.

  
  

  $34,500 - $47,400 per year

  
  

  This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.

  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 the company

  Humana looks at every facet of your life and works with you to create a path to health that fits your unique needs

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