Specialty, Inbound Contact Representative

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

Benefits offered by this job

Medical benefits

Dental and vision benefits

401(k) retirement savings plan

Paid time off

Job summary

Humana Inc. is recruiting an Inbound Contacts Representative 1 for a remote role. You will handle incoming telephone, digital, or written inquiries and perform routine administrative/customer support tasks with close supervision.

Responsibilities include documenting interactions, resolving basic issues, and escalating more complex grievances while adhering to company policies and quality standards. Flexible shifts and full-time weekly hours apply.

Qualifications

• Minimum 2 years of customer service experience.
• Live in one of the states: FL, IN, OH, TN, AZ, MO, NC, NM.
• Strong customer service orientation.
• Strong attention to detail.
• Strong typing and computer navigation skills.
• Ability to manage multiple priorities and use multiple applications.

Responsibilities

• Address incoming inquiries via phone, email, or written channels.
• Record details of inquiries, transactions, and actions taken.
• Resolve routine issues and escalate unresolved grievances.
• Follow established policies and guidelines with supervision.

Skills

Customer service

Typing skills

Multi-tasking

Verbal communication

Education

Associate's or Bachelor's Degree

Job description

Inbound Contacts Representative 1

Become a part of our caring community.

The Inbound Contacts Representative 1 represents the company by addressing incoming telephone, digital, or written inquiries.

The role involves performing basic administrative/clerical/operational/customer support/computational tasks on routine and patterned assignments.

Location: Work at home in FL, IN, OH, TN, AZ, MO, NM, NC.

Schedule: Not determined yet, must be flexible to work any shift Monday through Saturday between 8 AM and 11 PM EST. You would either work (5) 8-hour shifts or (4) 10-hour shifts.

The Inbound Contacts Representative 1 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 with them. Escalates unresolved and pending customer grievances. Decisions are limited to defined parameters around work expectations, quality standards, priorities and timing, and work under close supervision and/or within established policies/practices and guidelines with minimal opportunity for deviation.

Required Qualifications

• 2 years of customer service experience
• Live in one of the following states: FL, IN, OH, TN, AZ, MO, NC, NM
• 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 experience

Preferred Qualifications

• Associate's or Bachelor's Degree
• Previous inbound call center or related customer service experience
• Healthcare experience
• Fluency in Spanish

Work-At-Home Requirements

Must have the ability to provide a high-speed DSL or cable modem for a home office. Associates or contractors who live and work from home in the state of California will be provided payment for their internet expense. A minimum standard speed for optimal performance of 25x10 (25Mbps download x 10Mbps upload) is required. Satellite and Wireless Internet service is NOT allowed for this role. A dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.

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 & Benefits

Scheduled Weekly Hours: 40.

Pay Range: $38,000 - $45,800 per year. This job is eligible for a bonus incentive plan.

• Medical benefits
• 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 disability
• Long-term disability
• Life insurance
• 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, 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 a 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 at CenterWell.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.