The Inbound Contacts Representative 2 represents the company by addressing incoming telephone, digital, or written inquiries. The Inbound Contacts Representative 2 performs varied activities and moderately complex administrative/operational/customer support assignments. Performs computations. Typically works on semi-routine assignments.
Responsibilities
**MUST LIVE IN OR WITHIN 50 MILES OF MIAMI FLORIDA**
Inbound Contacts Rep 2 - CarePlus - Bilingual in English/Spanish
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The Inbound Contacts Representative 2 represents Humana/CarePlus by addressing incoming telephone, digital, or written inquiries from Medicare members. The Inbound Contact Representative 2 strives to provide the member a resolution or pathway to resolution on each call while providing a perfect call experience.
What we need your help with:
The Inbound Contact Representative 2 addresses customer needs that may include complex benefit questions, resolving issues, and educating members.
- 25-35 inbound calls in a fast-paced inbound call center environment.
- Intakes details of inquiries, comments or grievances and takes action in accordance to it.
- Determine appropriate policy and procedure to utilize for resolution of call.
- Learns to use tools and resources to work under minimal direction.
- Follows standard policies/practices.
- Agents must be camera-ready at all work periods for training, meetings, or when requested by management.
What you need for success! - Required Qualifications
- Bilingual in English and Spanish
- 2 years or more customer service experience with heavy or high volume, call quality, retail service with emphasis on the ability to de-escalate communications with members, and internal customers.
- High degree of organization, structure and focus.
- Excellent verbal and written communication skills
- Demonstrated experience with providing strong customer service and attention to details while listening on calls.
- Ability to focus on training and responsibilities without significant interruption during the workday.
- Strong initiative with the ability to adapt to change as the business requires.
- Must have the ability and willingness to be selfless and focus on the member as the priority throughout the workday.
- Prior experience managing multiple or competing priorities, including use of multiple computer applications simultaneously.
- Must be available to work any shift between the hours of 7:45am–8pm EST (Monday-Friday) as well as weekends and overtime, especially during our peak season of October-March and as needed by the business.
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Training is work at home/virtual, requires camera be on and follows this schedule:
- Training is 10-15 weeks and is a combination of classroom and phone calls.
- Attendance is vital for success. No time off is allowed for the first 90 days.
- Must live within 50 miles of Miami, Florida.
- Once training is completed associates will be assigned a shift based on location and business needs.
- Ability to retain information and pass multiple assessments during new hire training and throughout employment.
What you need to STAND OUT among the crowd!:
Preferred Qualifications
- Prior healthcare experience.
- Prior inbound call center or related customer service experience.
- Medicare, Care Advantage, or compliance industry experience such as in a medical office, clinical unit/office coordination role.
- Experience with de-escalation of difficult calls.
- Strong documentation and categorization of call type.
- Member advocacy experience.
Work at Home Requirements
- Must have the ability to provide a high speed DSL or cable modem for a home office (satellite and wireless internet service is NOT allowed for this role). Associates or contractors who live and work from home in the state of California will be provided payment for their internet expense.
- A minimum standard speed for optimal performance of 25x10 (25mpbs download x 10mpbs upload) is required.
- A dedicated space conducive to learning and keeping protected health information (PHI / HIPAA) of our members confidential. Your designated work location must be located away from other household distractions, including but not limited to ensuring that alternate caregiving arrangements are made for dependents or other members in the household.
Fully Bilingual English/Spanish. Must be able to speak, read and write in both languages without limitations or assistance. If selected for the position, you will be required to take a Language Proficiency Assessment in English/Spanish. Any Humana associate who speaks with a member in a language other than English must take a language proficiency assessment, provided by an outside vendor, to ensure competency. Applicants will be required to take the Interagency Language Rating (ILR) test as provided by the Federal Government.
Additional Information
- Benefits day one! Medical, Dental, Vision, 401k Match, Short-Term and Long-Term Disability, Tuition Assistance, and Wellness Programs.
- Any Humana associate who speaks with a member in a language other than English must take a language proficiency assessment, provided by an outside vendor, to ensure competency. Applicants will be required to take the Interagency Language Rating (ILR) test as provided by the Federal Government.
- 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. If you are selected for a first-round interview, you will receive an email correspondence (please be sure to check your spam or junk folders often to ensure communication isn’t missed) inviting you to participate in a Modern Hire interview. In this interview, you will listen to a set of interview questions over your phone, and you will provide recorded responses to each question. You should anticipate this interview to take about 15 to 30 minutes. Your recorded interview will be reviewed, and you will subsequently be informed if you will be moving forward to next round of interviews.
This is a remote position
#LI-Remote
Scheduled Weekly Hours
40Not Specified
0
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