Humana Looking For Inbound Contacts Representative at Glen Allen, VA Full Time

The Inbound Contacts Representative 1 represents the company by addressing incoming telephone inquiries and records details of inquiries, comments, complaints, transactions, or interactions. The Inbound Contacts Representative 1 assumes ownership and leads advanced and highly specialized administrative/operational/customer support duties that require independent initiative and judgment.

Responsibilities

The Inbound Contacts Representative 1 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 with it.
• Escalates unresolved and pending customer grievances.
• Decisions are limited to defined parameters around work expectations, quality standards, priorities and timing, and works under close supervision and/or within established policies/practices and guidelines with minimal opportunity for deviation.
• Records details of inquiries, comments or complaints, transactions or interactions and takes action in accordance too it.
• Escalates unresolved and pending customer grievances.
• Decisions are limited to defined parameters around work expectations, quality standards, priorities, and timing, and works under close supervision and/or within established policies/practices and guidelines with minimal opportunity for deviation.

This is a remote / work from home position. Must reside in one of the states listed and be in either the Central or Eastern Time Zone.

Required Work Schedule:

• Training: Starts on day one and runs for 6 – 8 weeks, from 8:30 AM to 5:00 PM EST, Monday –Friday
• Hours: Following training, new hire shifts will be 12:30 PM – 9:00 PM EST. Shift bids periodically occur, based on business needs.
• Attendance Policy: The department has a strict attendance policy. Time off is not permitted during the first 90 days and is discouraged during the 120-day appraisal period.
• Must commit to working within the department for minimum of twelve (12) months.

Work at Home Requirements:

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:

• 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.
• Satellite, cellular and microwave connection can be used only if approved by leadership.
• 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.
• Humana will provide Home or Hybrid Home/Office associates with telephone equipment appropriate to meet the business requirements for their position/job.
• Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.

Mission, Vision, Values

• Humana is a well-being company; we focus on the consumer.
• The work we are doing is changing lives and healthcare.
• Humana’s integrated care model is at the forefront of addressing things like social determinants of health.

Additional Information

• 
  Please remember to attach your resume to your application. Resumes need to be formatted, free of spelling and grammatical errors, and complete with full work history within 7-10 years. Please note any positions that may be considered seasonal or short term and any reasons for gaps in work history (pursuing education, relocated, taking care of family, etc.).

• As part of our hiring process for this opportunity, we will be using an exciting interviewing technology called Modern Hire to enhance our hiring and decision-making ability. 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. Also, 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 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. The email will come from [email protected], please add to your contacts or safe senders list to avoid this going to your spam folder.

This is a remote position

#LI-REMOTE

Scheduled Weekly Hours

40