If you are a problem solver, resourceful, and looking to make a difference for your family as well as others we want you on our team. Help us deliver exceptional experiences to our members as a Work from Home/Remote Beneficiary Customer Service Representative (BSR).
Responsibilities
The Beneficiary Service Representative (BSR) will:
- Deliver a consistent customer experience by providing efficient and timely resolutions to our Tricare beneficiaries & providers
- Act as customer advocate by resolving complex concerns in an accurate and timely fashion
- Demonstrate ability to make good business decisions aligned with our Humana values
- Prioritize workload to continuously answer incoming calls and maintain established schedules
Perks & Benefits
- Full Benefits effective Day 1 of employment
- Annual Incentive (Bonus) Opportunity
- Amazing PTO (Paid Time Off)
- Robust 401K plan through Charles Schwab
- Career Mobility
- Eligibility for associate wellness and rewards program
- Tuition Reimbursement & Student Loan Refinancing
Required Qualifications
- Our Department of Defense contract requires U.S. Citizenship for this role
- Successfully receive interim approval for government security clearance (eQIP – Electronic Questionnaire for Investigation Processing)
- Must be flexible and able to work an 8-hour shift sometime between the hours of 8:00 a.m. -7:00 p.m. EST no matter the time zone that you reside
- 2 years or more of work experience in a professional, customer service-driven environment
- High level of confidence using technology with ability to navigate multiple screens or web browsers at one time
- Demonstrated ownership to problem-solve independently
- Excellent verbal and written communication skills
Work-At-Home Requirements
To ensure Home or Hybrid Home/Office associates’ ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office associates must meet the following criteria:
- At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is recommended; wireless, wired cable or DSL connection is suggested
- Satellite, cellular and microwave connection can be used only if approved by leadership
- Associates who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense.
- Humana will provide Home or Hybrid Home/Office associates with telephone equipment appropriate to meet the business requirements for their position/job.
- Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information
Preferred Qualifications
- Experience in healthcare, military or managed care environment
- Call Center Experience
- College degree (Associate’s or Bachelor’s) highly preferred
- Knowledge of customer service principles and practices – formal training or experience
Additional Information
Work Days/Hours: After Training the expectation is to work Monday – Friday; must be able to work an 8 hour shift between the hours of 8:00 a.m. – 7:00 p.m. EST. No matter the time zone that you reside in.
Training: 6-8 weeks 8:00 AM – 4:30 PM EST with no time off during training. Shifts will be assigned during the time offer is extended.
Interview Process:
As part of our hiring process, we will be using an exciting interviewing technology provided by Modern Hire, a third-party vendor. This technology provides our team of recruiters and hiring managers an enhanced method for decision-making.
If you are selected to move forward from your application prescreen, you will receive correspondence inviting you to participate in a pre-recorded Voice Interview and/or an SMS Text Messaging interview. If participating in a pre-recorded interview, you will respond to a set of interview questions via your phone. You should anticipate this interview to take approximately 10-15 minutes.
If participating in a SMS Text interview, you will be asked a series of questions to which you will be using your cell phone or computer to answer the questions provided. Expect this type of interview to last anywhere from 5-10 minutes. Your recorded interview(s) via text and/or pre-recorded voice will be reviewed and you will subsequently be informed if you will be moving forward to next round of interviews.
