Inbound Contact Representative 2g ID-5401
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. The Inbound Contacts Representative 2 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.
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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. Use your skills to make an impact Required Qualifications • Minimum one (2) years’ customer service experience is required. • 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/software systems simultaneously (computer navigation, email, chats, efficient typing skills, and toggling across multiple databases) while engaging with customers. • Prior experience in a metrics-driven environment. • Basic knowledge of Microsoft Office applications, including Outlook, Word, and Teams • Must meet monthly call, attendance, and performance metrics. Training • This position is scheduled to start on August 19, 2024. Virtual training starts on day one of employment and will run for the first approximately 11 weeks with a schedule of 9:00 AM to 5:30 PM Eastern, Monday - Friday. • You must be on time, dressed appropriately / camera ready, with your camera on during training and for other meetings required by leadership. • Attendance is vital for your success; no time off will be allowed during training and nesting. 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 Hours Following 11 Week Training Period • Following training, associates must be available to work any 8-hour shift between the hours of 7:45 AM – 11:00 PM Eastern, Monday – Friday. Early shifts are not guaranteed. • Weekends and overtime may 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 Contacts 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 eighteen (18) months before applying to other Humana opportunities outside of the Medicare Customer Contact Center. Preferred Qualifications • Three years’ call center or comparable experience • Prior healthcare experience • Bilingual in Spanish and English 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 required; 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. Language Proficiency Testing 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. Additional Information • *PLEASE MAKE SURE YOU ATTACH YOUR RESUME TO YOUR APPLICATION (PDF OR WORD FORMAT) ** Interview Process As part of our hiring process for this opportunity, we will be using technology called HireVue / Modern Hire to enhance our hiring and decision-making ability. HireVue / Modern Hire allows us to quickly connect and gain valuable information from you pertaining to your relevant skills and experience at a time that is best for your schedule. • Text Prescreen: Shortly after submitting your application, you may receive both a text message and email requesting you to complete 10 to 15 prescreen questions with either yes or no answers. The text message may arrive prior to the email. If you prefer to answer via computer or tablet, wait for the email. • Assessment: If you are selected to move forward, you will receive an email to complete the Virtual Job Experience (VJE). This is an online activity where you will learn more about Customer Care jobs at Humana, try out some of the most common job tasks, and tell us more about yourself. Most people complete the VJE in approximately 30 minutes. To complete it, you will need a smart phone, computer or tablet with internet access, and speakers/headphones. We do not make job offers to candidates that do not complete the VJE. • Video Prescreen: If you are successful with the VJE, you will receive another communication to record a Video Prescreen. This is an online video activity using your phone, tablet, or computer; however, most candidates prefer using a computer or tablet. • Interviews: Some candidates will be invited to interview. If so, the recruiter will reach out to schedule. • Offers: Finalists from the interview will be contacted by a recruiter to discuss an offer for the job • Note: Depending on the number of openings, the number of candidates who apply, and the schedules of interviewers and recruiters, this process may take several weeks or less; however, know that we are working hard to proceed as quickly as possible and to keep you informed.
