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Inbound Contacts Representative

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Humana

15d ago

  • Job
    Full-time
    Junior Level
  • Customer Relations
    Healthcare
  • United States
    Remote

AI generated summary

  • You need 1+ years in call centers, 2+ years in customer service, reside in the Eastern or Central Time Zone, have strong communication skills, attention to detail, and healthcare experience.
  • You will handle incoming inquiries, resolve benefit questions, educate members, record interactions, escalate grievances, and follow established guidelines under close supervision.

Requirements

  • 1+ years of call center experience (inbound or outbound)
  • 2+ years of customer service experience
  • Must reside in the Eastern or Central Time Zone in one of the states listed in this posting
  • Strong customer service orientation
  • Excellent attention to detail
  • Strong typing and computer navigation skills
  • Ability to manage multiple or competing priorities, including using multiple computer applications simultaneously
  • Effective verbal and listening communication skills
  • Associate's or Bachelor's Degree
  • Healthcare experience

Responsibilities

  • The Inbound Contacts Representative represents the company by addressing incoming telephone, digital, or written inquiries. The Inbound Contacts Representative performs basic administrative/clerical/operational/customer support/computational tasks. Typically works on routine and patterned assignments.
  • The Inbound Contacts Representative 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 in accordance to it. Escalates unresolved and pending customer grievances. Decisions are limited to defined parameters around work expectations, quality standards, priorities and timing, and works under close supervision and/or within established policies/practices and guidelines with minimal opportunity for deviation.

FAQs

What is the job title for this position?

The job title is Inbound Contacts Representative.

What qualifications are required for this position?

The required qualifications include 1+ years of call center experience (inbound or outbound), 2+ years of customer service experience, strong customer service orientation, excellent attention to detail, strong typing and computer navigation skills, and effective verbal and listening communication skills.

Where must applicants reside to be eligible for this job?

Applicants must reside in the Eastern or Central Time Zone in one of the states listed in the job posting.

What is the training schedule for new hires?

The training is virtual and starts on the first day of employment, lasting for the first 5-6 weeks, with training hours from Monday to Friday, 8:30 AM to 5:00 PM Eastern.

Is attendance important during the training period?

Yes, perfect attendance is required during classroom training and nesting, and there is a strict attendance policy with no time off allowed during the first 90 days.

What is the work schedule after the training period?

After training, employees must be available to work any shift between 8:00 AM and 9:00 PM Eastern Time, and shift bids occur periodically based on business needs.

What is the compensation range for this position?

The compensation range is $38,000 - $45,800 per year, depending on geographic location and individual qualifications.

Are there any preferred qualifications for this position?

Yes, preferred qualifications include an Associate's or Bachelor's Degree and healthcare experience.

How does the interview process work?

The interview process includes completing a Virtual Job Experience (VJE) if selected, followed by potential interviews, with finalists being contacted by a recruiter to discuss job offers.

Will there be any travel required for this position?

Occasional travel to Humana's offices for training or meetings may be required, even though this is primarily a remote position.

Does Humana provide benefits for employees?

Yes, Humana offers competitive benefits, including medical, dental, and vision benefits, a 401(k) retirement savings plan, paid time off, and various other opportunities supporting whole-person well-being.

Is a strong internet connection required for remote work?

Yes, employees need to have a minimum download speed of 25 Mbps and upload speed of 10 Mbps, with a suggested wired, cable, or DSL connection.

What are the expectations regarding office attire during training?

Employees are expected to dress appropriately during training and any required meetings.

How long must employees remain in this position before applying for other roles within Humana?

Employees must be willing to remain in this position for 12 months before applying for other Humana opportunities outside the SSO Specialty Dental team.

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Humana

Science & Healthcare
Industry
1001-5000
Employees
1961
Founded Year

Mission & Purpose

At Humana, our cultural foundation is aligned to helping members achieve their best health by delivering personalized, simplified, whole-person healthcare experiences. Recognizing healthcare needs continue to evolve for each person, for each family and for each community, Humana continuously creates innovative solutions and resources that help people live their healthiest lives on their terms –when and where they need it. Our employees are at the heart of making this happen and that’s why we are dedicated to building an organization of dynamic talent whose experience and passion center on putting the customer first.