[Hiring] Consumer Engagement Representative @Humana

Role Description

The Consumer Engagement Representative 1 oversees the enrollment, education, engagement, and activation responsibilities for client groups regardless of segment, and for product where warranted. The Consumer Engagement Representative 1 performs basic administrative/clerical/operational/customer support/computational tasks. Typically works on routine and patterned assignments.

• Contributes to business strategy by understanding benefit offerings to ensure enrollment success.
• Identifies member education opportunities to lead maximum use of available resources.
• Directs clients on the use of available resources.
• Decisions are limited to defined parameters around work expectations, quality standards, priorities, and timing.
• Works under close supervision and/or within established policies/practices and guidelines with minimal opportunity for deviation.
• Must be passionate about contributing to an organization focused on improving consumer experiences.
• Includes both inbound/outbound telephonic calls using a blended dialer averaging 30 to 50 calls daily.

Qualifications

• Must have customer service experience in a telephonic based environment.
• Intermediate proficiency using Microsoft Office Word, Excel, Outlook, PowerPoint, navigating multiple systems and platforms, and ability to troubleshoot and resolve basic technical difficulties in a remote environment.

Requirements

• 1+ year experience with assisting members via high volume call center environment (preferred).
• Associate's or Bachelor's degree (preferred).
• Sales experience (preferred).
• Bilingual (speaks, reads fluently in Spanish) (preferred).
• Can attend all training Monday through Friday between 10:00 AM - 7:00 PM Eastern.
• Can work a 40-hour week between 8AM - 8PM Eastern Time; with flexibility to work 5 8's and 4 10's with approval by leadership.

Benefits

• Competitive benefits that support whole-person well-being.
• Medical, dental, and vision benefits.
• 401(k) retirement savings plan.
• Time off (including paid time off, company and personal holidays, paid parental and caregiver leave).
• Short-term and long-term disability.
• Life insurance.
• Many other opportunities.

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.

$40,000 - $52,300 per year. This job is eligible for a bonus incentive plan based on company and/or individual performance.

Work at Home Guidance

• At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable, or DSL connection is suggested.
• Satellite, cellular, and microwave connection can be used only if approved by leadership.
• Employees who live and work from home in 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 employees 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.

Interview Format

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.

Travel

While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.

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 protected veteran status.