[Hiring] Medicare Inbound Contacts Representative @Humana

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Role Description

The Medicare Inbound Contact Representative 2 represents the company by addressing incoming telephone, digital, or written inquiries. This role involves performing varied activities and moderately complex administrative, operational, and customer support assignments.

• Handles 40+ inbound calls daily from members in a fast-paced inbound call center environment.
• Strives to provide members with a resolution or pathway to resolution on each call while ensuring a perfect call experience.
• Addresses customer needs, which may include complex benefit questions, resolving issues, and educating members.
• Records details of inquiries, comments or complaints, transactions, or interactions, and takes action accordingly.
• Escalates unresolved and pending customer grievances.
• Works within defined parameters to identify work expectations and quality standards.
• Follows standard policies/practices that allow for some opportunity for interpretation/deviation and/or independent discretion.

Qualifications

• 2 years of customer service experience
• 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.
• Proficiency with Microsoft Office applications, particularly Outlook and Teams
• Prior experience effectively communicating with customers verbally and actively listening to their needs.

Requirements

• Virtual training will start day one of employment and runs for the first 10 to 12 weeks with a schedule of 8:00 AM to 4:30 PM EST, Monday through Friday.
• Must be on time, dressed appropriately, with your camera ON during training and for other meetings required by leadership.
• Attendance is vital for success; no time off is allowed during training or within 60 days following training.
• Time off during your initial 120-days of employment is extremely limited.
• All associates are subject to a 180-day appraisal period.
• Following training, you will be assigned to an 8-hour shift between the hours of 7:45 AM and 9:00 PM Eastern Time, Monday through Friday.
• Some weekends and overtime may also be required, especially during our peak season of October-March.
• 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 twelve (12) months before applying to other Humana opportunities outside of Individual or Group Medicare.

Benefits

• Humana provides competitive benefits that support whole-person well-being.
• Benefits include medical, dental, and vision benefits.
• 401(k) retirement savings plan.
• Time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave).
• Short-term and long-term disability, life insurance, and many other opportunities.