Become a part of our caring community and help us put health first
 

The Inbound Contacts Representative 2 represents the company by addressing incoming telephone, digital, or written inquiries. The Inbound Contacts Representative 2 performs varied activities and moderately complex administrative/operational/customer support assignments. Performs computations. Typically works on semi-routine assignments.

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

Use your skills to make an impact
 

Required Qualifications

• 3 years of Customer Service experience
• Must be bilingual in English & Spanish (able to speak, read and write without limitation or assistance)
• Must live in one of the following states: AZ, AR, CO, ID, LA, MO, MS, MT, NM, OK, SD, UT, WY
• Must be flexible to work any shift between the hours of 8:00AM EST & 11:00PM EST
• Strong customer service orientation
• Strong attention to detail
• Strong typing and computer navigation skills
• Ability to manage multiple or competing priorities, including use of multiple computer applications simultaneously
• Effective verbal and listening communication skills
• Must be passionate about contributing to an organization focused on continuously improving consumer experiences

Preferred Qualifications

• Associate's or Bachelor's Degree
• Previous inbound call center or related customer service experience
• Healthcare experience

Additional Information

Anticipated Start Date/Training Date Depending on Interview Schedule: October 14, 2024.

Training consists of:

• 2-4 weeks virtual classroom
• Hours vary for training, 8 hour shifts between the hours of 8:00AM & 6:30PM EST

As part of our hiring process for this opportunity, we will be using an interactive experience called the Virtual Job Experience (VJE).

• This will allow you to experience some of the activities our Inbound Contacts Representatives perform in their position and allow us to learn more about you.
• Eligibility for this role requires completion of the VJE prior to interviewing for this position.
• If selected to move forward in the interview process, you will be prompted to complete the VJE which will be sent to you via email after you apply; you should anticipate 45 to 60 minutes to complete.
• You will need a computer or laptop with web access and speakers or headphones.

The interview process will consist of the following steps:

• Completion of Modern Hire pre-screening questions sent via text message
• Completion of the VJE
• Modern Hire Live Video Interview (if selected, you will receive an email to self-schedule your interview in Modern Hire.)

At Humana, we know your well-being is important to you, and it’s important to us too. We are committed in making resources available to you that will enable you to become happier, healthier, and more productive in all areas of your life. If you share a real passion for helping people, we likely have the right place for you at Humana.

Language Proficiency Testing:  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.

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.