Inbound Contacts Representative

Humana Inc; Arizona; Hybrid; USD 38,000 - 46,000; Full time

Job summary

Humana Inc seeks an Inbound Contacts Representative to address incoming inquiries by phone, chat, or email, delivering a positive member experience through active listening and clear communication. The role emphasizes ownership of issue resolution and high quality service within policies.

This remote, full-time position requires strong Microsoft Office skills and the ability to work 40 hours weekly, including Saturdays 8am–11pm EST. Residents of listed states are eligible.

Qualifications

• Must reside in one of the following states: KY, IN, CO, FL, OH, TX, AZ, TN, VA, OK, and NC.
• Must be able to work a full-time shift of 40 hours per week and must be available to work a shift of Monday through Saturday 8am-11pm EST (Day off will be determined by business).
• Proficiency in all Microsoft Office Programs including Word, PowerPoint, Excel, Access, Outlook, etc.

Responsibilities

• Address incoming telephone, digital, or written inquiries on behalf of Humana.
• Perform basic administrative/clerical/operational/customer support tasks.
• Provide a positive member experience through active listening and effective communication.
• Accept ownership for resolving customer issues, complaints, and inquiries, maintaining high customer satisfaction.
• Support Education/enrollment, Live Chat, inbound/outbound calls as part of the role.

Skills

Customer service

Microsoft Office

Communication

Tools

HireVue

Job description

Become a part of our caring community

The Inbound Contacts Representative represents the company by addressing incoming telephone, digital, or written inquiries.

The Inbound Contacts Representative performs basic administrative/clerical/operational/customer support/computational tasks.

Typically works on routine and patterned assignments.

The successful candidate will be able to accept ownership for effectively solving customer issues, complaints, and inquiries, keeping customer satisfaction at the core of every decision and behavior.

The representative will provide a positive experience for our members through active listening skills and effective communication.

Self-manage with minimal supervision while maintaining high quality standards within established policies, practices, and guidelines.

Contribute to business strategy by supporting Pharmacy flexible work model which could include various contact types (including but not limited to)

• Oversee education/enrollment process
• Live Chat Support
• Inbound call support (i.e., Medication Refill, Order status etc.)
• Outbound call support
• Use your skills to make an impact

Required Qualifications

• Must reside in one of the following states: KY, IN, CO, FL, OH, TX, AZ, TN, VA, OK, and NC
• Must be able to work a full-time shift of 40 hours per week and must be available to work a shift of Monday through Saturday 8am-11pm EST (Day off will be determined by business).
• Must have the ability to provide a high-speed DSL or cable modem for a home office (Satellite and wireless Internet service is NOT allowed for this role). A minimum standard speed for optimal performance of 25x10 (25mbs download x 10bs upload) is required.
• Proficiency in all Microsoft Office Programs including Word, PowerPoint, Excel, Access, Outlook, etc.

Preferred Qualifications

• 1+ year of customer service experience

Additional Information

As part of our hiring process for this opportunity, we will be using exciting 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. If you are selected for a first-round interview, you will receive an email correspondence (please be sure to check your spam or junk folders often to ensure communication isn’t missed) inviting you to participate in a HireVue interview. In this interview, you will listen to a set of interview questions over your phone or text, and you will provide recorded responses to each question. You should anticipate this interview to take about 15 to 30 minutes. Your recorded interview will be reviewed, and you will subsequently be informed if you will be moving forward to next round of interviews.

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.

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.

$38,000 - $45,800 per year

Description of Benefits

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

CenterWell Pharmacy provides convenient, safe, reliable pharmacy services and is committed to excellence and quality. Through our home delivery and over-the-counter fulfillment services, specialty, and retail pharmacy locations, we provide customers simple, integrated solutions every time. We care for patients with chronic and complex illnesses, as well as offer personalized clinical and educational services to improve health outcomes and drive superior medication adherence.

CenterWell, a Humana company: CenterWell is a leading healthcare services business focused on creating integrated and differentiated experiences that put our patients at the center of everything we do. The result is high-quality healthcare that is accessible, comprehensive and, most of all, personalized. As the largest provider of senior-focused primary care, a leading provider of home healthcare and a leading integrated home delivery, specialty, hospice and retail pharmacy, CenterWell is focused on whole health and addressing the physical, emotional and social wellness of our patients. CenterWell is part of Humana Inc. (NYSE: HUM). Learn more about what we offer 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.