The Inbound Contacts Representative represents the company by addressing incoming telephone, digital, or written inquiries. This full-time position is in a high-volume healthcare Contact Center, supporting primary care medical centers.
This is a Work from Home Position
Essential Functions
Ensure accurate and timely processing of all requests by taking appropriate action, such as scheduling appointments, taking messages, transferring calls to appropriate staff.
Resolve patient issues through independent problem solving and with a goal of first call.
Required Qualifications
Strong customer service skills with an emphasis on written and oral communication to respond to inquiries and service requests professionally.
Active listening, with a high degree of empathy
Ability to remain calm and helpful even when dealing with upset patients.
Demonstrate a patient centric mindset and a high sense of urgency to solve patient requests.
Knowledge of basic help desk software, computer software and Microsoft Office applications including Microsoft Word, Excel, and Outlook
Preferred Qualifications
Bilingual English (read, write & speak) and Spanish (speak)
A minimum of one (1) year of previous experience working in an inbound customer service call center.
High school diploma or equivalent
Ability to handle high call volume and multi‐task while providing an exceptional customer experience.
Experience in E-Clinical Works or other electronic medical records system such as Epic, Athena Health, NextGen.
Experience with use of virtual contact center solutions such as 8×8 Virtual Contact Center, Genesys, Ring Central, Five/9, etc.
Knowledge of and strict adherence to HIPAA
Scheduled Weekly Hours: 40
** PLEASE MAKE SURE YOU ATTACH YOUR RESUME TO YOUR APPLICATION (PDF or Word format) **
Use your skills to make an impact
Alert
Humana values personal identity protection. Please be aware that applicants may be asked to provide their Social Security Number, if it is not already on file. When required, an email will be sent from Humana@myworkday.com with instructions on how to add the information into your official application on Humana’s secure website.
Interview Format – HireVue
As part of our hiring process for this opportunity, we will be using an interviewing technology called HireVue to enhance our hiring and decision-making ability. HireVue 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.
Work-At-Home Requirements
To ensure Home or Hybrid Home/Office employees’ ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees 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.
Employees 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 employees 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.
Benefits
Humana offers a variety of benefits to promote the best health and well-being of our employees and their families. We design competitive and flexible packages to give our employees a sense of financial security—both today and in the future, including:
Health benefits effective day 1
Paid time off, holidays, volunteer time and jury duty pay
Recognition pay
401(k) retirement savings plan with employer match
Tuition assistance
Scholarships for eligible dependents
Parental and caregiver leave
Employee charity matching program
Network Resource Groups (NRGs)
Career development opportunities
Scheduled Weekly Hours
40
Pay Range
The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.
$34,500 – $47,400 per year
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