OH Medicaid Inbound Contact Representative

Profile

Description

Humana was awarded a contract to support the Medicaid members in Ohio with its Healthy Horizons of Ohio statewide Medicaid program, and we need some amazing individuals to join Humana in supporting our new and future members. We have numerous new Inbound Contact Representative openings that will have the pleasure of taking inbound calls from our Ohio Medicaid Members and provide excellent service and support. These are great opportunities to join a Fortune 100 company that continuous to expand and grow within the Healthcare industry!!

*THIS IS A FULLY REMOTE POSITION THAT REQUIRES YOU LIVE IN OHIO. *

Responsibilities

The Inbound Contact Representative 2 represents Humana by creating Perfect Experiences for incoming telephone or digital inquiries from Ohio Medicaid Members. The Inbound Contact Representative 2 strives to provide a resolution for member issues or pathway to resolution on each call while providing a perfect call experience. These positions are remote in Ohio, full-time (40 hours/week) Monday - Friday working an eight and a half (8 1/2) hour shift anytime between the hours of 6:45am and 8:00 pm, EST, based on business requirements. It may be necessary, given the need, to work occasional overtime and weekends.

The Inbound Contact Representative 2 will also make outbound welcome calls to members during periods of low occupancy.

What we need your help with:

The Inbound Contact Representative 2 addresses member needs which may include complex benefit questions, resolving issues, educating members, and delivering best-in-class member experiences.

Handle 20-40 inbound calls daily from members in a fast-paced inbound call center environment, and at times, back-to-back phone calls.

Document accurate details of inquiries, comments or complaints, transactions or interactions and records all actions taken in accordance to the request or questions being asked.

Escalate unresolved and pending member grievances and appeals. Decisions are typically focused on detailed processes and area/department policies and methods for completing assignments.

Work within defined parameters to identify work expectations and quality standards, but has some latitude over prioritization/timing, and work under minimal direction.

Follow standard policies/practices that allow for some opportunity for interpretation/deviation and/or independent discretion.

Participate in daily team chats, accesses a knowledge-based database (Mentor) on every call, and reads emails daily to stay on top of alerts, trainings, and all Medicaid updates/changes.

*Are you looking for a CAREER and not just a JOB?*

Your FUTURE is here with us - COME GROW WITH HUMANA!

What Humana Offers

We are fortunate to offer a remote opportunity for this job. Our Fortune 100 Company values associate engagement & your well-being. We also provide excellent professional development & continued education.

THIS IS A FULLY REMOTE POSITION THAT REQUIRES YOU LIVE IN OHIO.

Benefits Start on Day One! Great 401k Match! Tuition Assistance Programs! Professional Development! Advancement Opportunities!

What you need for success (Required Qualifications):

Must reside in Ohio

Minimum 2 years of customer service experience

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

Must be available to work any shift between the hours of 6:45 am - 8:00 pm EST (M-F), some weekends and overtime required based on company needs

Training is remote and will start day one of employment and runs the first 7 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 within your first 120 days.

Work-At-Home Requirements

WAH requirements: Must have the ability to provide a high speed DSL or cable modem for a home office. Associates or contractors who live and work from home in the state of California will be provided payment for their internet expense.

A minimum standard speed for optimal performance of 25x10 (25mpbs download x 10mpbs upload) is required.

Satellite and Wireless Internet service is NOT allowed for this role.

A dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information

What you need to 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

Fluency in Spanish

Additional Information

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.

How we Value You

Health/Vision/Dental Benefits Effective day one

Competitive pay/salary ranges

PTO

VTO day

Associate Incentive Plan

401K Match- Immediate company match of 125 percent on the first 6 percent of your pretax 401(k) or Roth 401(k) contributions.

Well-being program

Tuition Reimbursement

Interview Format

As part of our hiring process, we will be using an exciting interviewing technology provided by Montage/Modern Hire, a third-party vendor. If you are selected to move forward from your application prescreen, you will receive correspondence inviting you to participate in a pre-recorded Voice Interview and/or an SMS Text Messaging interview. If participating in a pre-recorded interview, you will respond to a set of interview questions via your phone. You should anticipate this interview to take approximately 10-15 minutes.

After submitting your application, 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. *The email will come from vjtadmin@mg.jobtryout.net (vjtadmin@mg.jobtryout.netp) please add to your contacts or safe senders list to avoid this going to your spam folder.*

#LI-Remote

Scheduled Weekly Hours

40

Company info

Humana Inc.
Website : http://www.humana.com