Posted 9 months ago  

Inbound Call Center Associate

Posted 9 months ago - 112 views - 22 Applied


The Inbound Contacts Representative 2 represents Humana by addressing incoming telephone, digital, or written inquiries from Medicare Members. The Inbound Contact Representative 2 strives to provide resolution or path way to resolution on each call while providing a perfect call experience. These roles will be on a Monday-Friday schedule with shifts between 7:45 am – 9:00 pm EST (M-F), some weekends during peak season.

What we need your help with:

The Inbound Contact Representative 2 addresses customer needs which may include complex benefit questions, resolving issues, and educating members.

  • Handle 40-50 inbound calls daily from members in a fast-paced inbound call center environment
  • 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 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.


What you need for success! – Required Qualifications

  • Minimum 2 years of customer service experience
  • Must be available to work any shift between the hours of 7:45 am – 9:00 pm EST (M-F), some weekends during peak season
  • Training is work at home or virtual. Training will start day one of employment and run the first 11 weeks with a schedule of 8:00 am – 4:30 pm EST. Attendance is vital for success so no time off is allowed during training and 50 days following.
  • Demonstrated experience with providing strong 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

Work at Home Requirements

  • Must have the ability to provide a high speed DSL or cable modem for a home office (Satellite and Wireless Internet service is NOT allowed for this role). A minimum standard speed for optimal performance of 10×1 (10mbs download x 1mbs upload) is required.
  • A dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.

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

  • Associate’s or Bachelor’s Degree
  • Prior inbound call center or related customer service experience
  • Prior Healthcare experience
  • Bilingual in English and Spanis