Medicare Inbound Call Center Representative

Become a part of our caring community and help us put health firstThe Medicare Call Center Representative 2 represents the company by addressing incoming telephone, digital, or written inquiries. The Medicare Call Center Representative 2 performs varied activities and moderately complex administrative/operational/customer support assignments. Performs computations. Typically works on semi-routine assignments.Take a look at what some of current associates have to say about the Medicare Call Center Representative 2 position by clicking the link below!https://vimeo.com/763943156/5ea22eb263The Medicare Call Center Representative 2 represents Humana by addressing incoming telephone, digital, or written inquiries from Medicare members. These Inbound Contact Representative 2 strives to provide the member a resolution or pathway to resolution on each call while providing a perfect call experience.The Medicare Call Center Representative 2 addresses customer needs which may include complex benefit questions, resolving issues, and educating members.

Handles 30-40 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 accordingly.

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.

Use your skills to make an impactRequired Work Schedule:

Virtual training will start day one of employment (September 9, 2024) and runs for the first 10 weeks with a schedule of 8:00 AM - 4:30 PM EST, Monday through Friday .

You must be on time, dressed appropriately, in good lighting, with your camera ON during training and for other meetings required by leadership .

Attendance is vital for success, so no time off is allowed during training or within 50 days following training. Time off during your 120-day appraisal period is extremely limited . Exception: Should a Humana-observed holiday occur during training or within the 120-day appraisal period, you will have the holiday off (paid).

After 10 weeks of training, you will be assigned to an 8-hour shift of 7:45 AM - 7:00 PM Eastern Time, Monday through Friday. This schedule will remain in place until Shift Bid.

Once Shift Bid takes place, you must be available to work any 8-hour shift between the hours of 7:45 AM - 7:00 PM Eastern Time, Monday through Friday.

Some weekends and overtime may also be required, especially during our peak season of October-March and as needed by the business. We strive to provide a minimum of a week's advance notice for weekends and overtime.

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 of Individual Medicare.

Required Qualifications

3 years of customer service experience

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 / systems simultaneously.

Proficiency with Microsoft Office applications, particularly Outlook and Teams

Prior experience effectively communicating with customers verbally and actively listening to their needs.

Preferred Qualifications

Associate's or Bachelor's degree

Prior inbound call center or related customer service experience

Prior healthcare experience

Work at Home GuidanceTo 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.

Language Proficiency TestingAny 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 InformationPLEASE MAKE SURE YOU ATTACH YOUR RESUME TO YOUR APPLICATION (PDF OR WORD FORMAT)  Interview ProcessAs 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.

Scheduled Weekly Hours40Pay RangeThe 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 yearDescription of BenefitsHumana, Inc. and its affiliated subsidiaries (collectively, 'Humana') offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.About usHumana Inc. (NYSE: HUM) is committed to putting health first - for our teammates, our customers and our company. Through our Humana insurance services and CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health - delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare, Medicaid, families, individuals, military service personnel, and communities at large.Equal Opportunity EmployerIt is the policy of  Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. It is also the policy of  Humana to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.Humana complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, gender identity or religion. We also provide free language interpreter services. See our https://www.humana.com/legal/accessibility-resources?source=HumanaWebsite.