Consumer Engagement Representative

Humana, Inc.; Columbus (OH); Remote; USD 40,000 - 52,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401(k) plan

Paid time off

Parental leave

Job summary

Humana, Inc. is hiring a Consumer Engagement Representative I to oversee enrollment, education, engagement, and activation for client groups and products.

The role performs routine admin tasks and handles both inbound and outbound calls via a blended dialer, averaging 30–50 calls daily. The position requires customer service experience in a telephonic environment, proficiency in MS Office, and the ability to troubleshoot basic technical issues remotely.

Qualifications

• Must have customer service experience in a telephonic based environment.
• Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint) and able to troubleshoot basic technical issues remotely.
• Experience supporting members via high-volume call center is a plus.

Responsibilities

• Oversee enrollment, education, engagement, and activation for client groups and products.
• Provide routine administrative/clerical/operational support and customer service.
• Handle inbound and outbound calls (blended dialer) averaging 30–50 calls daily.

Skills

Customer service

Phone support

MS Office

Multi-system navigation

Bilingual Spanish

Education

Associate's or Bachelor's degree

Job description

Become a part of our caring community

The Consumer Engagement Representative 1 oversees the enrollment, education, engagement, and activation responsibilities for client groups regardless of segment, and for product where warranted. The Consumer Engagement Representative 1 performs basic administrative/clerical/operational/customer support/computational tasks. Typically work on routine and patterned assignments.

The Consumer Engagement Representative 1 contributes to business strategy by understanding benefit offerings to ensure enrollment success, identifying member education opportunities to lead maximum use of available resources, and directing clients on the use of available resources. Decisions are limited to defined parameters around work expectations, quality standards, priorities and timing, and works under close supervision and/or within established policies/practices and guidelines with minimal opportunity for deviation. Must be passionate about contributing to an organization focused on improving consumer experiences.

You will include both inbound/outbound telephonic calls using a blended dialer averaging 30 to 50 calls daily.

Use your skills to make an impact

Required Qualifications

• Must have customer service experience in a telephonic based environment

• Intermediate Proficiency using Microsoft Office Word, Excel, Outlook PowerPoint, navigating multiple systems and platforms and ability to troubleshoot and resolve basic technical difficulties in a remote environment.

Preferred Qualifications

• 1+ year experience with assisting members via high volume call center environment

• Associate's or Bachelor's degree

• Sales experience

• Bilingual (speaks, read fluently in Spanish)

Preferred Qualifications

• Associate's or Bachelor's degree

Workstyle

Remote Work at Home

Location:

Arizona, Florida, Indiana, Ohio, Tennessee, or Texas

Training Schedule:

Can attend all training Monday through Friday between 10:00 AM - 7:00 PM Eastern

Work Schedule:

Can work a 40-hour week between 8AM - 8PM Eastern Time; with flexibility to work 5 8's and 4 10's with approval by leadership.

Work at Home Guidance

At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested. Satellite, cellular and microwave connection can be used only if approved by leadership. Employees who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense. Humana will provide Home or Hybrid Home/Office employees with telephone equipment appropriate to meet the business requirements for their position/job. Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.

Interview Format

As part of our hiring process for this opportunity, we will be using an interviewing 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. To ensure Home or Hybrid Home/Office employees' ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria:

SSN Alert

Humana values your personal identity protection. Please be aware that applicants may be asked to provide their Social Security Number, if it is not already on file. When required, an email will be sent from [e-mail] with instructions on how to add the information into your official application on Humana's secure website.

Work at Home Requirements: To ensure Home or Hybrid Home/Office employees’ ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria: At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested. In certain roles, the minimum recommended internet speed required by Humana may not be sufficient for business needs. Humana reserves the right to require associates to upgrade their internet service if necessary. Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.

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.

$40,000 - $52,300 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, 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 atHumana.comand atCenterWell.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.