[Hiring] Specialty Pharmacy Inbound Contacts Representative @CenterWell

Role Description

As an Inbound Contacts Representative, you will represent us by addressing incoming telephone, digital, or written inquiries. Your primary responsibilities include:

• Scheduling the delivery of specialty medications directly to members' homes or their designated medical office (MDO).
• Addressing multiple benefits-related inquiries from our members.
• Collaborating with multiple departments to provide seamless and efficient assistance.
• Thoughtfully de-escalating calls and handling every member interaction with care.
• Addressing customer needs, which may include complex benefit questions.
• Recording details of inquiries, comments or complaints, transactions or interactions.
• Escalating unresolved and pending customer grievances.

This role requires that you work within established practices and guidelines with minimal opportunity for deviation.

Although this role is Work at Home, you must be located in one of the following states: FL, IN, OH, TN, AZ, MO, NM, or NC.

Qualifications

• 2+ years of customer service experience.
• Customer service orientation.
• Strong attention to detail.
• Intermediate typing and computer navigation skills, including use of multiple computer applications simultaneously.
• Experience providing detailed troubleshooting and resolutions to users.
• Verbal and listening communication skills.

Requirements

• Flexibility to work any shift Monday through Saturday between 8:00 AM and 11:00 PM EST.
• Saturday is a required workday (Saturday operating hours: 8:00 AM – 6:30 PM EST).
• One weekday & Sunday will be scheduled off.
• Strict attendance policy during the first 180 days; new hires cannot have more than 4 instances of tardiness, early leave, or call offs.

Preferred Qualifications

• Associate's or Bachelor's Degree.
• Previous inbound call center or related customer service experience.
• Healthcare experience.
• Pharmacy experience.
• Bilingual in English / Spanish with the ability to speak, read, and write in both languages without limitations or assistance.

Additional Information

• Self-provided internet service must meet a minimum download speed of 25 Mbps and an upload speed of 10 Mbps; wireless, wired cable or DSL connection is suggested.
• Satellite and Wireless Internet service is NOT allowed for this role.
• Humana will provide Home or Hybrid Home/Office employees with telephone equipment appropriate to meet business requirements.
• Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.

Interview Process

As part of our hiring process, we will be using technology called HireVue to enhance our hiring and decision-making ability.

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.

$38,000 - $45,800 per year

Description of 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 and many other opportunities.