[Hiring] Inbound Contacts Representative @Humana

Role Description

The Inbound Contacts Representative 1 represents by coordinating communication from incoming telephone, digital, or written inquiries. This position is considered a basic administrative, customer support role and typically works on routine and patterned assignments.

The Inbound Contacts Representative 1 will report to a supervisor and focus on customer support needs, which may include:

• Complex benefit questions
• Resolving issues
• Educating members

You will also be responsible for the following:

• Record details of member inquiries, comments or complaints, transactions or interactions and take action in accordance with process.
• Escalate unresolved and pending customer grievances.
• Deliver a consistent customer service experience by providing efficient resolutions to our TRICARE beneficiaries and providers.
• Act as customer advocate by resolving complex concerns accurately and demonstrating good business decisions aligned with our Humana values.
• Prioritize workload to provide efficient business operation standards.
• Demonstrate ownership to problem-solve independently.
• Manage multiple or competing priorities.

Qualifications

• U.S. Citizenship required for this role due to Department of Defense contract.
• Successfully receive approval for government security clearance (Via National Background Investigation Services NBIS).
• Minimum one (1) year customer service experience in a professional environment.
• Prior experience managing multiple or competing priorities.
• Use of multiple computer applications simultaneously.
• Basic proficiency using Microsoft Office suite (Word, Outlook, PowerPoint, Excel).
• Knowledge navigating multiple systems/platforms and ability to troubleshoot and resolve general technical difficulties in a remote environment.

Requirements

• Experience in healthcare, military, or managed care environment (preferred).
• Call Center experience (preferred).
• College degree (Associate's or Bachelor's) highly preferred.
• Knowledge of customer service principles and practices – formal training or experience (preferred).

Benefits

• 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.
• Many other opportunities for personal wellness and smart healthcare decisions.

Company Description

Humana Inc. (NYSE: HUM) is a leading U.S. healthcare 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 and Medicaid, families, individuals, military service personnel, and communities at large.