Inbound Contact Representative - Cincinnati OH Area

Profile

Description

Humana is continuing to grow in the Cincinnati OH area! We have several new Inbound Contact Representatives openings that will have the pleasure of taking inbound calls from our Group Medicare Providers and provide excellent service and support. These roles will start at home with the expectation of returning to the Humana's Springdale, OH office which is located at 111 Merchant St. Springdale OH 45246. These are amazing opportunities to join a Fortune 100 company that continuous to expand and grow throughout Ohio!!

The Inbound Contacts Representative 2 represents the Humana by addressing incoming telephone, digital, or written inquiries from Group Medicare providers. These Inbound Contact Representative 2 strives to provide the providers a resolution or path way to resolution on each call while providing a perfect call experience. These roles will be on a Monday-Friday schedule with shifts between 8:00am - 6:00pm.

Responsibilities

What we need your help with:

The Inbound Contact Representative 2 addresses customer needs which may include complex benefit questions, resolving issues, and educating members.


Handle 20-30 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 in accordance to it.
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.


COME GROW WITH HUMANA! BENEFITS DAY ONE - STELLAR 401K MATCH - PAID TIME OFF - TUTION ASSISTANCE PROGRAMS - STELLAR WELLNESS/REWARDS PROGRAM

What you need for success! - Required Qualifications


2 years of customer service experience
Must be available to work any shift between the hours of 8:00 am - 6:00 pm EST (M-F)
Training is work at home or virtual. Training will start day one of employment and run the first 9 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 50 days following.
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 reside within 50 miles of the Springdale OH office and be comfortable commuting into the office daily once deemed appropriate.


Temporary Work at Home Requirements


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


What you need to be 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


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.
In 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. 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.


Scheduled Weekly Hours

40

Company info

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