Inbound Contacts Representative – Veteran or Military Spouse

Are you a Veteran or Current / Former Military Spouse and looking for a CAREER and not just a JOB? Your FUTURE is here with us – COME GROW WITH HUMANA! Benefits Start on Day One! Tuition Assistance Programs! Professional Development! Advancement Opportunities! 

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

Responsibilities

The Inbound Contacts Representative:

Addresses customer needs which may include complex benefit questions.
Resolving issues for members.

Advocating for and educating members.
Handles 30-40 inbound calls daily from members in a fast-paced inbound call center environment. Call type will vary in accordance with the member’s needs.
Makes occasional outbound calls to providers, pharmacies, or members to help with first call resolution processes as needed.

Records details of inquiries, comments or complaints, transactions or interactions, and takes action accordingly.
Utilizes multiple computer systems daily to obtain information needed for call issues and processes. Will utilize upwards of 10+ systems daily at a minimum.
Escalates unresolved and pending customer grievances. Decisions are typically focused 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!

Medical, Dental, and Vision Benefits day one!
Incentive opportunity
Stellar 401(k) match following 1-year anniversary with Humana!

Paid time off, volunteer time off, 8 paid holidays
Tuition Assistance Programs
Wellness and Rewards Programs

Required Qualifications – What you need for success!

2 years customer service experience.

Must be a Military Veteran or current / former Military Spouse.
Demonstrated experience with providing strong customer service and attention to detail while actively listening.
Prior experience managing multiple or competing priorities, including use of multiple computer applications/systems simultaneously (computer navigation, email, chats, typing skills, and toggling across multiple databases) while engaging with customers.

Prior experience in a metrics-driven environment.
Basic knowledge of Microsoft Office products.
Prior experience communicating with customers and actively listening to their needs, either in person or telephonically.

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

3 years of call center or comparable experience.
Associate’s or Bachelor’s degree.

Prior healthcare experience.

Required Work Schedule:

Training:

Virtual training will start day one of employment and runs for the first 10 – 12 weeks with a typical schedule of 8:00 am – 4:30 pm EST (training hours may change based on business needs), Monday through Friday.
You must be on camera / camera ready during training and for other meetings required by leadership.
You must have the ability to take live calls throughout training and pass all training assessments.

Attendance is vital for success, so no time off is allowed during training. Exception: All Humana associates have Humana observed holidays off (paid). After classroom training and the nesting period has ended, you may request time off following the established process.

Work Schedule Following Training:

You must be available to work any 8-hour shift between the hours of 9:00 AM and 7:00 PM, depending on time zone and the needs of the business. This schedule will remain in place until Shift Bid.

Once Shift Bid takes place, you must be available to work any 8-hour shift between the hours of 7:45 AM – 9:00 PM (all time zones), Monday – Friday. Shift bids are every six months, typically in February and August, but can vary depending on business requirements.
Some weekends and overtime may also be required, especially during our peak season of October through March and as needed by the business. We strive to provide a minimum of a week’s advance notice for weekends and overtime.
The initial 120 days of employment as an Inbound Contact Representative constitute an appraisal period.  This Appraisal Period is essential to your learning and development, which is why we ask for perfect attendance during both the classroom training and nesting periods.

This position requires learning many systems, policies, and tools, and it takes time to become proficient in the role. You must be willing to remain in this position for a period of eighteen (18) months before applying to other Humana opportunities outside of The Medicare Customer Contact Center.

Work at Home Guidance:

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.
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.

Additional Information:

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.

As part of our hiring process for this opportunity, we will be using interviewing technology called Modern Hire to enhance our hiring and decision-making ability. Modern Hire allows us to quickly connect and gain valuable information for you pertaining to your relevant skills and experience at a time that is best for your schedule.
If you are selected for a first-round interview, you will receive an email inviting you to participate in a Modern Hire interview. In this interview, you will have a set of interview questions and provide recorded video responses to each. You should anticipate this interview taking about 15-20 minutes. Your recorded interview will be reviewed, and you will subsequently be informed if you will be moving forward to the next round of interviews.