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About this job
Become a part of our caring community and help us put health first
Do you have a desire to work from home? Do you love assisting others when they are in need? Are you looking for valuable experience working for a Fortunate 100 company that focuses on the well-being of their customers? Come be a part of Humana’s Member Calls Organization! Our Call Center Representatives have a passion for assisting people with their healthcare needs; in particular, our Medicaid members, to provide the best solutions and outcomes working in a best-in-class contact center.
As a Medicaid Customer Care Representative 2, you will be taking as many as 75 calls per day from Medicaid customers who have questions about their health benefits. This is a high-volume call center setting which can be stressful at times. In addition, you would also support our Medicaid Outbound Call Campaign efforts by conducting outreach calls to our members. As their advocate, you will assist them with PCP changes, locating Providers / Specialists, benefit coverages, authorizations, Provider claims inquiries, grievances and appeals, transportation needs, and pharmacy support.
Use your skills to make an impact
Required Qualifications
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Minimum one (1) year customer service experience is required.
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Proficiency with Microsoft Office applications, particularly Outlook and Teams
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Strong technical skills with the ability to work across multiple software systems including email, chats, efficient typing skills, and toggling across multiple databases while engaging with callers.
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Must have excellent interpersonal skills and the ability to organize simultaneous tasks.
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Must meet monthly call, attendance, and performance metrics.
Training
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Virtual training starts on day one of employment and will run for the first 8 weeks with a schedule of 8:00 AM to 4:30 PM Eastern, Monday – Friday (training period and hours subject to change).
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You must be on time, dressed appropriately / camera ready, with your camera on during training and for other meetings required by leadership.
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Attendance is vital for your success; no time off will be allowed during training or within your first sixty (60) days.
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The initial 120 days of employment as an Inbound Contact Center Representative constitute an appraisal period. This Appraisal Period is essential to your learning and development, which is why we ask for perfect attendance during both the classroom training and nesting periods.
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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.
Work Hours Following 8-Week Training Period
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Following training, associates are required to have flexibility to work an 8-hour shift between the hours of 7:45 AM – 8:00 PM Eastern time, Monday – Friday. Early shifts are not a guarantee, so it is important to have availability any time during this timeframe (shifts and hours are subject to change depending on business needs).
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Some overtime may be required, based on business needs.
Preferred Qualifications
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Associate or Bachelor’s Degree
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Previous Inbound and/or Outbound call center or related customer service experience
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Prior healthcare experience
Work at Home Guidance
To 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:
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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.
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Satellite, cellular and microwave connection can be used only if approved by leadership.
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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.
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Humana will provide Home or Hybrid Home/Office associates with telephone equipment appropriate to meet the business requirements for their position/job.
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Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.
Additional Information
**PLEASE MAKE SURE YOU ATTACH YOUR RESUME TO YOUR APPLICATION (PDF OR WORD FORMAT) **
Interview Process
As 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.
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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.
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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.
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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.
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Interviews: Some candidates will be invited to interview. If so, the recruiter will reach out to schedule.
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Offers: Finalists from the interview will be contacted by a recruiter to discuss an offer for the job
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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 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
Description of Benefits
Humana, 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 us
Humana 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 Employer
It 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 veteran status. 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.
At Humana, caring is everything
And when you work here, you feel it. It’s how you grow. It’s how you’re welcomed into the associate community. It’s what guides us in putting health first. And it forms the connection each of us have for the people we serve.
Humana is at the nexus of the innovation taking place within healthcare. Broadly speaking, we are one of the most active participants in the sector. This is an exciting company headquartered in a city with an excellent quality of life!
Director, Corporate Development and Venture Capital
I looked for the opportunity for growth and stability and I found it here.
Director, Associate Experience Product Team
Humana has really helped my sense of belonging because I feel part of the team.
Senior Consumer Experience Professional
I chose to work at Humana because I heard a lot of great things about the company. It’s a very accommodating place and I enjoy working here.
Inbound Contact Representative
The best part of this company is the commitment to associates, which naturally leads to commitment to members.
Medical Director, Mid-South
Request an Accommodation
If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact yourcareer@humana.com for assistance.
Employment Fraud Notice
Humana will never ask a candidate for money for work equipment and network access or request access to personal accounts during the application process. Learn more about identifying and preventing employment fraud or report a suspected employment fraud case.
California Resident Applicants
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Our Hiring Process
Apply online
To be considered for a job, you must apply online. Unfortunately, we cannot accept resumes that have been emailed to us. Once you find a job that interests you, simply select “Apply.” It typically takes 15 minutes to fill out the application form. Be sure to update your resume and upload it as you cannot edit the resume or add it after the application has been submitted. Shortly after you submit your application, you will receive a confirmation.
Next Step
If selected to continue with the interview process, you will be contacted through text or email to complete an assessment or schedule an initial live or recorded phone or video interview.
A hiring manager interview
After hiring managers and interview teams carefully consider the skills and experiences of applicants, they contact the top candidates via email or phone to schedule an interview.
Offer from Humana
If you’ve successfully completed the interview process and are identified as the candidate we would like to hire, you will receive an offer from our Talent Acquisition team.
Onboarding
If you accept the offer to join our Humana team, you will receive a welcome call or email to begin the onboarding process.
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