Washington, DC, United States
Dec 02, 2021
The Inbound Contacts Representative 2 represents the company by addressing incoming telephone, digital, or written inquiries. The Inbound Contacts Representative 2 performs varied activities and moderately complex administrative/operational/customer support assignments. Performs computations. Typically works on semi-routine assignments.
The Inbound Contacts Representative 2 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 typically focus on interpretation of area/department policy and methods for completing assignments. Works within defined parameters to identify work expectations and quality standards, but has some latitude over prioritization/timing, and works under minimal direction. Follows standard policies/practices that allow for some opportunity for interpretation/deviation and/or independent discretion.
COME GROW WITH HUMANA! BENEFITS DAY ONE - STELLAR 401K MATCH - PAID TIME OFF - TUITION ASSISTANCE PROGRAMS - STELLAR WELLNESS/REWARDS PROGRAM
What you need for success! - Required Qualifications
Minimum 2 years of customer service experience
Must be available to work any shift between the hours of 7:45 am - 8:00 pm EST (M-F), some weekends and overtime required based on company needs
Training is work at home or virtual. Training will start day one of employment and runs the first 7 weeks with a schedule of 8:00 am - 4:30 pm EST . Attendance is vital for success so no time off is allowed during training and within your first 120 days.
Demonstrated experience with providing strong customer service and attention to details 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 currently have residency within the Central or Eastern Time Zones, in the continental United States
Work at Home Requirements
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 25/10 (25mbs download x 10mbs upload) is required.
A dedicated, private space lacking ongoing noise or interruptions to protect member PHI / HIPAA information, to mimic an in-office experience.
What you need to be STAND OUT among the crowd! : Preferred Qualifications
Associate's or Bachelor's Degree
Prior inbound call center or related customer service experience
Prior Healthcare experience
Bilingual in English and Spanish is a big plus. (Potential increase in hourly rate - see below)
Any Humana associate who speaks with a member in a language other than English must take a language proficiency assessment, provided by an outside vendor, to ensure competency. Applicants will be required to take the Interagency Language Rating (ILR) test as provided by the Federal Government.
Scheduled Weekly Hours