Description

Humana is continuing to grow! The CarePlus Health Plan is offering new Inbound Contact Representative 2 positions that will have the pleasure of taking inbound calls from our members and provide excellent service and support. These fully Work at Home roles are an amazing entry opportunity to join a Fortune 100 company that continues to expand and grow!!

Responsibilities

The Inbound Contact Representative 2 represents Humana by addressing incoming telephone, digital, or written inquiries from Medicare members. The Inbound Contact Representative 2 strives to provide the member a resolution or pathway to resolution on each call while providing a perfect call experience.

Required Qualifications

• 2 years or more customer service experience with heavy or high volume healthcare, call quality, retail service with emphasis on the ability to de-escalate communications with members, and internal customers. This position requires a high degree of organization, structure and focus.
• Excellent verbal and written communication skills
• Demonstrated experience with providing strong customer service and attention to details while listening on calls.
• Ability to focus on training and responsibilities without significant interruption during the workday.
• Strong initiative with the ability to adapt to change as the business requires.
• Must have the ability and willingness to be selfless and focus on the member as the priority throughout the workday.
• Prior experience managing multiple or competing priorities, including use of multiple computer applications simultaneously.
• Once training is completed associates will be assigned a shift based on location and business needs.
• Ability to retain information and pass multiple assessments during new hire training and throughout employment.
• Once in a full-time role, associates must complete a minimum of 2 years within this department before transferring to another department.

Work at Home Requirements

• Must have high-speed DSL or cable modem for a home office (Satellite or Wireless Internet service is NOT allowed for this role).
• A minimum standard speed for optimal performance of 25 mps x 10 mps is required.
• A dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.

What you need to STAND OUT among the crowd! Preferred Qualifications

• Prior inbound call center or related customer service experience.
• Prior healthcare experience.
• Medicare, Care Advantage, or compliance industry experience such as in a medical office, clinical unit/office coordination role.
• Experience with de-escalation of difficult calls.
• Strong documentation and categorization of call type.
• Member advocacy experience.