Become a part of our caring community and help us put health first
If you are a problem solver, resourceful, and looking to make a difference for your family as well as others, we want you on the Humana Government Business team! Help us deliver exceptional experiences to our TRICARE members as a Work from Home Inbound Contact Beneficiary Service Representative (BSR).
· Deliver a consistent customer service experience by providing efficient and timely resolutions to our TRICARE beneficiaries and providers
· Act as customer advocate by resolving complex concerns in an accurate and timely fashion
· Demonstrate ability to make good business decisions aligned with our Humana values
· Prioritize workload to continuously answer incoming calls and maintain established schedules
Use your skills to make an impact
Required Qualifications:
· Our Department of Defense contract requires U.S. Citizenship for this role
· Must successfully receive interim approval for government security clearance (eQIP – Electronic Questionnaire for Investigation Processing)
· Must have 2 or more years customer service experience in a professional environment
· Prior experience managing multiple or competing priorities, including use of multiple computer applications simultaneously.
· Demonstrated ownership to problem-solve independently
· Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information
Required Work Schedule:
Training:
· This role starts on August 26th, 2024. Virtual Training will start on day one of employment and runs the first 6 to 8 weeks with a schedule of 8:30 am – 5:00 pm EST, Monday – Friday.
· Attendance is vital for success, so no time off is allowed during training, with the exception of observed (and paid) company holidays.
Work Schedule Following Training:
· Following training, you will work an 8-hour shift between the hours of 8:00 am – 7:00 pm (regardless of time zone), Monday – Friday. Shifts will be assigned at time of offer.
· The initial 180 days of employment constitute an Appraisal Period, during which unapproved or unscheduled time off is restricted. This Appraisal Period is essential to your learning and development, which is why we ask for perfect attendance.
· 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 12 months before applying to other Humana opportunities outside of Humana Government Business.
Preferred Qualifications:
- Experience in healthcare, military, or managed care environment
- Call Center experience
- College degree (Associate’s or Bachelor’s) highly preferred
- Knowledge of customer service principles and practices – formal training or experience
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 recommended; wireless, wired cable or DSL connection is suggested.
- Satellite, cellular and microwave connection can be used only if approved by leadership.
- 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.
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