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About this job
Become a part of our caring community and help us put health first
The Inbound Contacts Representative represents the company by addressing incoming telephone, digital, or written inquiries. The Inbound Contacts Representative performs varied activities and moderately complex administrative/operational/customer support assignments. Performs computations. Typically works on semi-routine assignments.
This is a Work from Home Position
Essential Functions
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Ensure accurate and timely processing of all requests by taking appropriate action, such as scheduling appointments, taking messages, transferring calls to appropriate staff.
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Resolve patient issues through independent problem solving and with a goal of first call.
Required Qualifications
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Strong customer service skills with an emphasis on written and oral communication to respond to inquiries and service requests professionally.
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Active listening, with a high degree of empathy
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Ability to remain calm and helpful even when dealing with upset patients.
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Demonstrate a patient centric mindset and a high sense of urgency to solve patient requests.
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Knowledge of basic help desk software, computer software and Microsoft Office applications including Microsoft Word, Excel, and Outlook
Preferred Qualifications
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Bilingual English (read, write & speak) and Spanish (speak)
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A minimum of one (1) year of previous experience working in an inbound customer service call center.
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High school diploma or equivalent
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Ability to handle high call volume and multi‐task while providing an exceptional customer experience.
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Experience in E-Clinical Works or other electronic medical records system such as Epic, Athena Health, NextGen.
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Experience with use of virtual contact center solutions such as 8×8 Virtual Contact Center, Genesys, Ring Central, Five/9, etc.
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Knowledge of and strict adherence to HIPAA
Scheduled Weekly Hours: 40
** PLEASE MAKE SURE YOU ATTACH YOUR RESUME TO YOUR APPLICATION (PDF or Word format) **
Use your skills to make an impact
Alert
Humana values personal identity protection. Please be aware that applicants may be asked to provide their Social Security Number, if it is not already on file. When required, an email will be sent from Humana@myworkday.com with instructions on how to add the information into your official application on Humana’s secure website.
Interview Format – HireVue
As part of our hiring process for this opportunity, we will be using an interviewing technology called HireVue to enhance our hiring and decision-making ability. HireVue 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.
Work-At-Home Requirements
To ensure Home or Hybrid Home/Office employees’ ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees 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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Employees 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 employees 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.
Benefits
Humana offers a variety of benefits to promote the best health and well-being of our employees and their families. We design competitive and flexible packages to give our employees a sense of financial security—both today and in the future, including:
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Health benefits effective day 1
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Paid time off, holidays, volunteer time and jury duty pay
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Recognition pay
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401(k) retirement savings plan with employer match
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Tuition assistance
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Scholarships for eligible dependents
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Parental and caregiver leave
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Employee charity matching program
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Network Resource Groups (NRGs)
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Career development opportunities
#LI-MM1
#LI-Remote
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
About Conviva: Conviva Care Centers provides proactive, preventive care to seniors, including wellness visits, physical exams, chronic condition management, screenings, minor injury treatment and more. As part of Humana’s Primary Care Organization, which includes CenterWell Senior Primary Care, Conviva’s innovative, value-based approach means each patient gets the best care, when needed most, and for the lowest cost. We go beyond physical health – addressing the social, emotional, behavioral and financial needs that can impact our patients’ well-being.
About Humana: Humana Inc. (NYSE: HUM) is committed to putting health first – for our teammates, our customers, and our company. Through our Humana insurance services, and our 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 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.
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
![Headshot of Humana employee, Oliver](https://cdn-static.findly.com/wp-content/uploads/sites/1290/2020/07/testimonial_Oliver_headshot.jpg)
I looked for the opportunity for growth and stability and I found it here.
Director, Associate Experience Product Team
![Headshot of Humana employee, Barry](https://cdn-static.findly.com/wp-content/uploads/sites/1290/2020/07/tech_testimonial_barry.jpg)
Humana has really helped my sense of belonging because I feel part of the team.
Senior Consumer Experience Professional
![Rosemary](https://cdn-static.findly.com/wp-content/uploads/sites/1290/2020/12/Rosemary.jpg)
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
![Headshot of Humana employee, Abigail](https://cdn-static.findly.com/wp-content/uploads/sites/1290/2020/07/testimonial_abigail_headshot.jpg)
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
If you are a California resident applying for a position and would like to review our California Applicant Privacy Policy, click here: CA Resident Applicant Privacy Policy
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Get to Know Corporate
At Humana, caring is everything
Your growth drives us forward
When you get here, the journey is just beginning. We want to help you take charge of your path, no matter what shape it takes.
You’re welcome here
We pride ourselves on being a place where, no matter who you are, where you come from, or what you do, you feel that you belong.
Together, we put health first
Every day, we work together to apply our collective insight, talent, and creativity to improving people’s long-term health. And you can too.
Every role impacts real people
Work alongside people who have a common passion to care for people who need it.
Building a culture of belonging
We strive to create a culture where everyone feels welcome, supported, and empowered to being their authentic selves to work. At Humana, we recognize diversity enhances our ability to understand and serve our members and communities.
Our values drive everything we do
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Caring
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Curious
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Committed
Our Hiring Process
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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.
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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.
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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.
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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.
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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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