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About the Role
Represents Humana by addressing incoming telephone, digital, or written inquiries. Performs varied activities and moderately complex administrative, operational, and customer support assignments. Strives to provide Group or Individual Medicare members with a resolution or pathway to resolution on each call, while providing a perfect call experience.
Responsibilities
- Address member needs, including complex benefits questions, resolving issues, and educating members.
- Handle 40+ inbound calls daily in a fast-paced inbound call center environment.
- Accurately record details of inquiries, comments, complaints, transactions, or interactions.
- Take prompt and appropriate action, including escalating unresolved and pending member grievances.
- Follow standard policies and practices with opportunity for interpretation and independent discretion.
- May be asked to assist with other lines of business, including Member Solutions for escalations.
Requirements
- Minimum of 2 years of customer service experience.
- Demonstrated experience providing strong customer service, using effective communication skills, and strong attention to detail.
- Actively listen to member needs.
- Prior experience managing multiple or competing priorities.
- Proficient with Microsoft Office applications, particularly Outlook and Teams.
- Must be hard-wired to internet connection; wireless, satellite, cellular, and microwave connections are not permitted.
- Internet service must meet minimum criteria: 25 Mbps download and 10 Mbps upload.
- Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.
- Must be on time, dressed appropriately, with camera ON for the entire duration of training and other required meetings.
- No time off allowed during the first 12 weeks of virtual training.
- All associates are subject to a 180-day appraisal period.
- Associates must have been in their present position for a minimum of twelve (12) months to apply for other positions, unless in the best interest of the company.
Skills
- Effective communication skills
- Strong attention to detail
- Active listening
- Managing multiple or competing priorities
- Use of multiple computer applications and systems simultaneously
- Proficiency with Microsoft Office applications (Outlook, Teams)
- Bilingual in Spanish and English (preferred)
Location
- Remote
- Occasional travel to Humana's offices may be required
Work Type
- Full-time
- Remote
Experience Level
- Minimum 2 years customer service experience
Education Level
- Associate or Bachelor's degree (preferred)
Salary/Compensations
- $39,000 - $49,400 per year
- $19.24 per hour
- $20.24 per hour for Spanish / English Bilingual (requires language proficiency testing)
Benefits
- Medical benefits
- Dental benefits
- 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
About the Company
- Humana Inc. (NYSE: HUM) is a leading U.S. healthcare company.
- Through its Humana insurance services and CenterWell healthcare services, it makes it easier for millions of people to achieve their best health.
- Delivers care and service needed, when needed.
- Leads to a better quality of life for people with Medicare and Medicaid, families, individuals, military service personnel, and communities at large.
Equal Opportunity
- Humana does not 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.
- Humana takes affirmative action to employ and advance in employment individuals with disability or protected veteran status.
- All employment decisions are based only on valid job requirements.