Inbound Contact Representative - Oklahoma City OK

Profile

Description

The Inbound Contacts Representative 1 represents the company by addressing incoming telephone, digital, or written inquiries. The Inbound Contacts Representative 1 performs basic administrative/clerical/operational/customer support/computational tasks. Typically works on routine and patterned assignments.

Responsibilities

The Inbound Contacts Representative 1 addresses Provider needs which may include complex benefit questions, resolving issues, and educating Providers.

Records details of inquiries, comments or complaints, transactions or interactions and takes action in accordance to it.

Escalates unresolved and pending Provider grievances.

Decisions are limited to defined parameters around work expectations, quality standards, priorities and timing, and works under close supervision and/or within established policies/practices and guidelines with minimal opportunity for deviation.

Required Qualifications

1-2 years of professional and demonstrated customer service experience.

Proficiency in Microsoft Office applications, including: Outlook, Word and Excel.

Adaptable with the ability to thrive in a fast paced changing environment.

Strong customer service orientation.

Effective verbal and listening communication skills.

Strong attention to detail.

Strong typing and computer navigation skills.

Ability to manage multiple or competing priorities, including use of multiple computer applications simultaneously

Strong emotional intelligence.

Must have a separate room with a locked door that can be used as a home office, to ensure you have absolute and continuous privacy while you work.

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 10x1 (10mbs download x 1mbs upload) is required.

Preferred Qualifications

Associate's or Bachelor's Degree.

Previous inbound call center or related customer service experience.

Healthcare experience.

Multilingual a plus.

Additional Requirements

Benefits: Effective on the 1st day of employment; Medical, Dental & Vision, Competitive 401k match, Paid Time Off (PTO) accruals, Tuition Reimbursement, Parental Leave & much more.... .

Work Days/Hours: Monday through Friday between 8:00 AM - 8:00 PM CST. Adherence to schedule during normal business hours

Work Style: Office-based but temporarily remote. The office is located at 7725 West Reno Avenue, Oklahoma City, OK 73127. I n order to support the CDC recommendations on social distancing and reduce health risks for associates, members and public health, Humana is deploying virtual and video technologies for all hiring activities. This position may be subject to temporary work at home requirements for an indefinite period of time. These requirements include: Access to a personal computing device with a camera, a minimum internet connection speed of 10m x 1m, Dedicated secure home workspace for interview or work purposes. Humana continues to monitor the situation, and will adjust service levels as the coronavirus situation evolves. The following changes are temporary and will be evaluated frequently with the goal of returning to normal operations as soon as possible. Your Talent Acquisition representative will advise on the latest recommendations to protect your health and wellbeing during the hiring process.

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. This technology provides our team of recruiters and hiring managers an enhanced method for decision-making.

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.

If participating in a SMS Text interview, you will be asked a series of questions to which you will be using your cell phone to answer the questions provided. Expect this type of interview to last anywhere from 5-10 minutes. Your recorded interview(s) via text and/or pre-recorded voice will be reviewed and you will subsequently be informed if you will be moving forward to next round of interviews.

Scheduled Weekly Hours

40

Company info

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