[Hiring] Inbound Contact Representative @Humana

Role Description

Become a part of our caring community. The Inbound Contacts Representative 2 for Louisiana Medicaid represents the company by addressing incoming telephone, digital, or written inquiries while also conducting outbound calling campaigns to assist our members. The Inbound Contacts Representative 2 performs varied activities and moderately complex administrative/operational/customer support assignments, including:

• Addressing customer needs, which may include complex benefit questions, resolving issues, and educating members.
• Recording details of inquiries, comments or complaints, transactions or interactions, and taking action accordingly.
• Escalating unresolved and pending customer grievances.
• Making decisions focused on interpretation of area/department policy and methods for completing assignments.
• Working within defined parameters to identify work expectations and quality standards.
• Following standard policies/practices with some opportunity for interpretation/deviation and/or independent discretion.

Qualifications

• Minimum 2 years of customer service experience.
• Must be available to work any shift between the hours of 6:45 am – 7:00 pm CST (M-F), with some weekends and overtime required based on company needs.
• Demonstrated experience providing strong customer service and attention to detail while listening on calls.
• Prior experience managing multiple or competing priorities, including use of multiple computer applications simultaneously.
• Prior experience effectively communicating with customers verbally and listening to their needs.
• Must be able to accurately and completely document member needs, inquiries, or questions during calls within multiple systems.

Requirements

• Class is scheduled to start October 12. Virtual Training will start day one of employment and runs the first 7-8 weeks with a schedule of 8:00 am – 4:30 pm CST, Monday - Friday.
• Attendance is vital for success, so no time off is allowed during training or within your first 180 days, except for observed (and paid) company holidays.
• Following training, must be available to work any 8-hour shift between the hours 6:45 am - 7:00 pm CST, Monday – Friday (subject to change based on business needs).
• The initial 180 days of employment as a Louisiana Medicaid Contact Representative 2 constitute an appraisal period.
• This position requires learning many systems, policies, and tools, and it takes time to become proficient in the role.
• You must be willing to remain in this position for a period of twelve (12) months before applying to other Humana opportunities outside the Louisiana Medicaid Contact Center Team.
• Work at Home Requirements: Self-provided internet service must meet a minimum download speed of 25 Mbps and an upload speed of 10 Mbps; a dedicated space lacking ongoing interruptions is required to protect member PHI / HIPAA information.
• Travel: Occasional travel to Humana's offices for training or meetings may be required.

Benefits

• Humana, Inc. offers competitive benefits that support whole-person well-being.
• Benefits include medical, dental, and vision coverage.
• 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.