Inbound Contact Representative

Humana Inc; Orlando (FL); Remote; USD 39,000 - 50,000; Full time

Job summary

Join a caring community focused on health and well-being as an Inbound Contacts Representative. In this full-time, remote role, you'll address inquiries in a high-volume healthcare contact center, ensuring timely processing and resolution of patient requests. With a strong emphasis on customer service, you'll utilize your communication skills to provide exceptional support. This position offers competitive benefits and the opportunity to make a meaningful impact in patients' lives. If you're passionate about helping others and thrive in a dynamic environment, this is the perfect opportunity for you.

Benefits

Health benefits effective day 1

Paid time off

401(k) retirement savings plan

Tuition assistance

Employee charity matching program

Career development opportunities

Qualifications

• Strong customer service skills with emphasis on communication.
• Ability to handle high call volume and multi-task effectively.

Responsibilities

• Ensure accurate processing of requests and scheduling.
• Resolve patient issues with a goal of first call resolution.

Skills

Customer Service Skills

Written Communication

Oral Communication

Active Listening

Empathy

Problem Solving

Patient-Centric Mindset

Education

High School Diploma or Equivalent

Tools

Microsoft Office (Word, Excel, Outlook)

Help Desk Software

E-Clinical Works

Epic

Athena Health

NextGen

8x8 Virtual Contact Center

Genesys

Ring Central

Five9

Job description

Become a part of our caring community and help us put health first

The Inbound Contacts Representative represents the company by addressing incoming telephone, digital, or written inquiries. This full-time position is in a high-volume healthcare Contact Center, supporting primary care medical centers.

This is a Work from Home Position

Essential Functions

• Ensure accurate and timely processing of all requests by taking appropriate action, such as scheduling appointments, taking messages, transferring calls to appropriate staff.
• Resolve patient issues through independent problem solving and with a goal of first call.

Required Qualifications

• Strong customer service skills with an emphasis on written and oral communication to respond to inquiries and service requests professionally.
• Active listening, with a high degree of empathy
• Ability to remain calm and helpful even when dealing with upset patients.
• Demonstrate a patient centric mindset and a high sense of urgency to solve patient requests.
• Knowledge of basic help desk software, computer software and Microsoft Office applications including Microsoft Word, Excel, and Outlook

Preferred Qualifications

• Bilingual English (read, write & speak) and Spanish (speak)
• A minimum of one (1) year of previous experience working in an inbound customer service call center.
• High school diploma or equivalent
• Ability to handle high call volume and multi‐task while providing an exceptional customer experience.
• Experience in E-Clinical Works or other electronic medical records system such as Epic, Athena Health, NextGen.
• Experience with use of virtual contact center solutions such as 8x8 Virtual Contact Center, Genesys, Ring Central, Five/9, etc.
• Knowledge of and strict adherence to HIPAA

Scheduled Weekly Hours: 40

** PLEASE MAKE SURE YOU ATTACH YOUR RESUME TO YOUR APPLICATION (PDF or Word format) **

Use your skills to make an impact

Alert

Humana values 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.

Interview Format - HireVue

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.

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 recommended; 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.

Benefits

Humana offers a variety of benefits to promote the best health and well-being of our employees and their families. We design competitive and flexible package to give our employees a sense of financial security – both today and in the future, including:

• Health benefits effective day 1
• Paid time off, holidays, volunteer time and jury duty pay
• Recognition pay
• 401(k) retirement savings plan with employer match
• Tuition assistance
• Scholarships for eligible dependents
• Parental and caregiver leave
• Employee charity matching program
• Network Resource Groups (NRGs)
• Career development opportunities

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 Conviva Senior Primary Care: Conviva Senior Primary Care provides proactive, preventive care to seniors, including wellness visits, physical exams, chronic condition management, screenings, minor injury treatment and more. As part of CenterWell Senior Primary Care, Conviva’s innovative, value-based approach means each patient gets the best care, when needed most, and for the lowest cost. We go beyond physical health – addressing the social, emotional, behavioral and financial needs that can impact our patients' well-being.About CenterWell, a Humana company: CenterWell creates experiences that put patients at the center. As the nation’s largest provider of senior-focused primary care, one of the largest providers of home health services, and fourth largest pharmacy benefit manager, CenterWell is focused on whole-person health by addressing the physical, emotional and social wellness of our patients. As part of Humana Inc. (NYSE: HUM), CenterWell offers stability, industry-leading benefits, and opportunities to grow yourself and your career. We proudly employ more than 30,000 clinicians who are committed to putting health first – for our teammates, patients, communities and company. By providing flexible scheduling options, clinical certifications, leadership development programs and career coaching, we allow employees to invest in their personal and professional well-being, all from day one.

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.