COMPLETE Medicaid Inbound Contacts Representative - Bilingual Spanish/English - Oklahoma Tower

Description

Healthcare isn’t just about health anymore. It’s about caring for family, friends, finances, and personal life goals. It’s about living life fully. At Humana, we want to help people everywhere, including our associates, lead their best lives.  We support our associates to be happier, healthier, and more productive in their professional and personal lives.  We encourage our people to build relationships that inspire, support, and challenge them. We promote lifelong well-being by giving our associates fresh perspective, new insights, and exciting opportunities to grow their careers.  At Humana, we’re seeking innovative people who want to make positive changes in their lives, the lives of our members, and the healthcare industry as a whole.

Benefits Effective Day One!  

Competitive pay / salary ranges 
Generous PTO package, including Volunteer Time Off day 
Associate Incentive Program 
401(k) Match - Immediate company match on your pretax 401(k) or Roth 401(k) contributions. 
Well-being programs
Tuition Reimbursement 

The Inbound Contacts Representative 2 represents the company by addressing incoming telephone, digital, or written inquiries. The Inbound Contacts Representative 2 performs varied activities and moderately complex administrative/operational/customer support assignments. Performs computations. Typically works on semi-routine assignments. In this fast-paced inbound call center environment, you will handle 30-40 inbound calls daily from members; there is also potential for outbound call campaigns.

Responsibilities

The Inbound Contacts Representative 2 addresses customer needs which may include complex benefit questions, resolving issues, and educating members or providers. Records details of inquiries, comments or complaints, transactions or interactions, and takes action accordingly. Escalates unresolved and pending customer grievances. Decisions are typically focus 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.

               

The Inbound Contacts Representative 2 addresses customer or provider needs which may include complex benefit questions, resolving issues, and educating members or providers. Records details of inquiries, comments or complaints, transactions or interactions and takes action accordingly. Escalates unresolved and pending customer grievances. Decisions typically focus 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. 

Required Location:  This is a remote position but located within a specific geography.

• MUST CURRENTLY RESIDE IN THE STATE OF OKLAHOMA. 

Required Qualifications:

• Minimum 2 years of customer service experience. 
• Demonstrated experience with providing exceptional customer service and attention to details while listening on calls.
• Prior experience managing multiple or competing priorities, including use of multiple computer applications simultaneously. 
• Prior experience effectively communicating with customers verbally and listening to their needs. 
• Must be able to accurately and completely document member needs, inquiries, or questions during calls within multiple systems. 
   

​Strongly Preferred Qualification:

• Bilingual Spanish/English; see Bilingual Testing information below
   

Required Work Schedule: 

• Virtual Training will start day one of employment and runs the first 12 weeks with a schedule of 7:00 am – 3:30 pm CST, Monday - Friday.  
• Attendance is vital for success, so no time off is allowed during training or within your first 120 days, with the exception of observed (and paid) company holidays. 
• Following training, must be available to work any 8-hour shift between the hours 8:00 am - 8:00 pm CST, Monday – Friday (subject to change based on business needs).
• Some weekends and overtime may also be required, depending on business needs.  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 2 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 twelve (12) months before applying to other Humana opportunities outside the Oklahoma Medicaid Contact Center Team.  

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​Preferred Qualifications: What you need to STAND OUT among the crowd: 

• Associate or Bachelor's Degree 
• Prior inbound call center or related customer service experience 
• Prior healthcare experience 
• Proficiency with Microsoft Office applications, particularly Outlook and MS Teams

Scheduled Weekly Hours

40