Responsibilities
The Call Quality Representative 3 provides information to assist in the feedback and formal education process of individuals.
Required Qualifications
1 or more years of experience with call quality monitoring and/or Medicaid Clinical Intake process
1 or more year of inbound or outbound call center experience
Proficiency in Microsoft Office applications, including: Word, Excel and Outlook
Comfortable with presentation with leadership over the phone
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
Additional Requirements / Adherence
Workstyle: Combination Remote Work at Home and market office
Location: 101 East Main Street, Louisville, KY 40202
Schedule: Monday – Friday 8:00am – 8:00pm EST
Travel: 1 day in office, 4 days at home, subject to change based on business needs. Must reside within reasoable daily commuting distance.
Work at Home Requirements
WAH requirements: Must have the ability to provide a high speed DSL or cable modem for a home office.
Associates or contractors who live and work from home in the state of California will be provided payment for their internet expense.
A minimum standard speed for optimal performance of 25×10 (25mpbs download x 10mpbs upload) is required.
Satellite and Wireless Internet service is NOT allowed for this role.
A dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information
Preferred Qualifications
Bilingual
Call audit experience
Verint
Additional Information
Covid Policy
Humana and its subsidiaries require vaccinated associates who work outside of their home to submit proof of vaccination, including COVID-19 boosters. Associates who remain unvaccinated must either undergo weekly negative COVID testing OR wear a mask at all times while in a Humana facility or while working in the field.
Interview Format
As part of our hiring process for this opportunity, we will be using an exciting screening and interviewing technology called Modern Hire to enhance our hiring and decision-making ability. We use this technology to gain valuable information from you pertaining to your relevant skills and experience at a time that is best for your schedule.
You will be able to respond to the recruiters preferred response method via text, video or voice technologies If you are selected for a screen, you may receive an email correspondence (please be sure to check your spam or junk folders often to ensure communication isn’t missed) inviting you to participate. You should anticipate this screen to take about 15 to 30 minutes. Your recorded screen will be reviewed and you will subsequently be informed if you will be moving forward to next round of interviews.
Scheduled Weekly Hours
40
Not Specified
0