The Inbound Contacts Representative 1 represents the company by addressing incoming telephone, digital, or written inquiries. The Inbound Contacts Representative 1 performs basic administrative/clerical/operational/customer support/computational tasks. Typically works on routine and patterned assignments.

Responsibilities

The Inbound Contacts Representative 1 represents the company by addressing incoming telephone, digital, or written inquiries. The Inbound Contacts Representative 1 performs basic administrative/clerical/operational/customer support/computational tasks. Typically works on routine and patterned assignments.

Additional Information

Job Description

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 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.
• Must have Effective verbal and listening communication skills
• Must be passionate about contributing to an organization focused on continuously improving consumer experiences

Required Qualifications

• 1 or more years of call center experience
• Strong customer service orientation
• Strong attention to detail
• Strong typing and computer navigation skills
• Demonstrated ability in using computer and Windows PC applications, which includes strong keyboard and navigation skills including ability to learn new computer programs
• Must reside in EST or CST

• Additional Requirements

• Work Style: Remote work at home
• Hours: Shifts will be scheduled in 8-hour increments between 8:00 AM- 7:00 PM EST. New hire shifts (after training) will begin with 10:30am- 7pm Shift bids periodically occur, based on business needs.
• Training: November 14, 2022 for 6 weeks Monday–Friday 8:30 AM - 5:00 PM EST and then shift will be 10:30 AM - 7:00 PM EST
• Attendance Policy: The department has a strict attendance policy during the first 120 days. Time off is discouraged during this period.

• Remote Work at Home Requirements

• Must have a separate room with a locked door that can be used as a home office to ensure you and your patients have absolute and continuous privacy while you work
• Must have accessibility to hardwired high speed internet with minimum speeds of 25mbps x 10mbps for a home office (Wireless and Satellite are prohibited)

• Social Security Task:
  Alert: Humana values personal identity protection. Please be aware that applicants being considered for an interview will be asked to provide a social security number, if it is not already on file. When required, an email will be sent from Humana@myworkday.com with instructions to add the information into the application at Humana’s secure website.

  Interview Format:

  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 for you pertaining to your relevant skills and experience at a time that is best for your schedule. If you are selected for a first round interview, you will receive an email correspondence inviting you to participate in a Modern Hire interview. In this interview, you will receive a set of interview questions over your phone and you will provide recorded or text message responses to each question. You should anticipate this interview to take about 15 minutes. Your recorded interview will be reviewed, and you will subsequently be informed if you will be moving forward to next round of interviews.

Scheduled Weekly Hours

40