Specialty, Inbound Contact Representative

CenterWell; United States; Remote; USD 38,000 - 46,000; Full time

Job summary

CenterWell is seeking an Inbound Contacts Representative 1 to handle incoming calls, emails, and chats, addressing member questions and resolving issues from a home-based location across eligible states. You will document inquiries and escalate when needed while following company policies.

The role requires strong customer service skills, attention to detail, and the ability to multitask across multiple applications. Flexibility to work a shift within 8AM–11PM EST is 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 sills.
• Must be passionate about contributing to an organization focused on continuously improving consumer experience.
• Associate's or Bachelor's Degree (preferred).
• Previous inbound call center or related customer service experience (preferred).
• Healthcare experience (preferred).
• Fluency in Spanish (preferred).

Responsibilities

• 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 to it.
• Escalates unresolved and pending customer grievances.

Skills

Customer service

Attention to detail

Typing

Multitasking

Verbal communication

Spanish (preferred)

Healthcare experience (preferred)

Passion for customer experience

Education

Associate's or Bachelor's Degree

Job description

The Inbound Contacts Representative 1 represents the company by addressing incoming telephone, digital, or written inquiries. The Inbound Contacts Representative 1 performs basic administrative/clerical/operational/customer support/computational tasks. Typically works 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 8AM and 11PM 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 to it. Escalates unresolved and pending customer grievances. 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.

Use your skills to make an impact

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 sills
• 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

Alert

Humana values personal identity protection. Please be aware that applicants selected for leader review may be asked to provide a social security number, if it is not already on file. When required, an email will be sent from [e-mail] with instructions to add the information into the application at Humana's secure website.

Work-At-Home Requirements

• WAH 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 (25mpbs download x 10mpbs 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.

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.

$38,000 - $45,800 per year

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