Note: The job is a remote job and is open to candidates in USA. Humana is a U.S. healthcare company providing insurance and healthcare services, including support for Medicare members. The Medicare Call Center Representative handles high-volume inbound inquiries, answers complex benefits questions, resolves issues, records and escalates grievances, and provides members with a resolution or pathway to resolution. The role also involves administrative and operational support, computations, and educating members.
Responsibilities
- You will handle 40+ inbound calls daily from our members in a fast-paced inbound call center environment. This is a high-volume call center setting, which may be stressful at times
- You will accurately record details of inquiries, comments or complaints, transactions or interactions, and take prompt / appropriate action, including escalating unresolved and pending member grievances
- Decisions are typically focused on interpretation of area / department policy and methods for completing assignments
- You will work under minimal direction within defined parameters to identify work expectations and quality standards but will have some latitude over prioritization / timing
- You will follow standard policies / practices that allow some opportunity for interpretation / deviation and / or independent discretion
- Following training, you will be assigned to an 8-hour shift between the hours of 8:00 AM and 8:00 PM Eastern Time, Monday through Friday
- Some weekends and overtime may also be required, especially during our peak season of October through March and as needed by the business
- This opportunity involves working in a call center environment to support Humana Medicare members
- As part of your career development for this position, you may be asked to assist with other lines of business
- This will be based on business requirements and may include Member Solutions, which handles escalations
Skills
- You must have a minimum of 2 years of customer service experience
- You must have demonstrated experience with providing strong customer service, using effective communications skills and strong attention to detail, while also actively listening to their needs
- You must have prior experience managing multiple or competing priorities, including use of multiple computer applications and systems simultaneously
- You must be proficient with Microsoft Office applications, particularly Outlook and Teams
- Associates in this role are required to be hard-wired to their internet connection. Wireless, satellite, cellular and microwave connections are NOT permitted
- Applicants will be required to take the Interagency Language Rating (ILR) test as provided by the Federal Government
- 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
- Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information
- While this is a remote position, occasional travel to Humana's offices for training or meetings may be required
- Previous inbound call center or related customer service experience
- Previous healthcare experience
- Associate or Bachelor's degree
- Bilingual in Spanish and English (see Language Proficiency Testing below)
Benefits
- Virtual training will start on day one of employment and runs for the first 12 weeks
- Humana-observed holiday occur during training or within the initial 120-days of employment, you will have the holiday off (paid).
- Humana strongly supports your career growth!
- Humana provides medical, dental and vision benefits
- 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
- Remote position
- Home or Hybrid Home/Office employees
Company Overview
Company H1B Sponsorship