Inbound Call Center Associate-Work at Home Nationwide
Humana3.7
Remote
Job details
Estimated: $34,000 - $44,000 a year
Full time
Benefits
Work from homeLife insuranceHealth insuranceVision insuranceDental insurance
Job description

Humana is continuing to see growth nationwide! We have several new Inbound Contact Representatives openings that will have the pleasure of taking inbound calls from our members and providing excellent service and support. These remote roles are amazing opportunities to join a Fortune 100 company that continues to expand and grow.

Responsibilities**

The Inbound Contacts Representative 2 represents Humana by addressing incoming telephone, digital, or written inquiries from Medicare members. These Inbound Contact Representative 2 strives to provide the member a resolution or path way 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 which may include complex benefit questions, resolving issues, and educating members.

  • Handle 30-40 inbound calls daily from members in a fast-paced inbound call center environment
  • Records details of inquiries, comments or complaints, transactions or interactions and takes action in accordance to it.
  • Escalates unresolved and pending customer grievances. Decisions are typically focused on interpretation of area/department policy and methods for completing assignments.
  • Works within defined parameters to identify work expectations and quality standards, but has some latitude over prioritization/timing, and works under minimal direction.
  • Follows standard policies/practices that allow for some opportunity for interpretation/deviation and/or independent discretion.

COME GROW WITH HUMANA! BENEFITS DAY ONE – STELLAR 401K MATCH – PAID TIME OFF – TUTION ASSISTANCE PROGRAMS – STELLAR WELLNESS/REWARDS PROGRAM

What you need for success! - Required Qualifications

  • 3 years of customer service experience
  • Must be available to work any shift between the hours of 7:45 am – 9:00 pm EST (M-F) as well as weekends and overtime, especially during our peak season of October-March and as needed by the business.
  • Training is work at home or virtual. Training will start day one of employment and run the first 10 weeks with a schedule of 8:00 am – 4:30 pm EST. Attendance is vital for success so no time off is allowed during training and 50 days following.
  • Demonstrated experience with providing strong customer service and attention to details while listening on calls
  • Prior experience managing multiple or competing priorities, including use of multiple computer applications simultaneously
  • Prior experience effectively communicating with customers verbally and listening to their needs
  • If residence is within a 50-mile radius of a Humana office location, you may be asked to occasionally report to that office for meetings, business functions, etc. once CDC restrictions have been lifted.

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). A minimum standard speed for optimal performance of 25x10 (25mbs download x 10mbs upload) is required.
  • A dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.

What you need to be STAND OUT among the crowd! - Preferred Qualifications

  • Associate's or Bachelor's Degree
  • Prior inbound call center or related customer service experience
  • Prior Healthcare experience

Additional Information

  • 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.

Scheduled Weekly Hours**

40

Job Type: Full-time

Benefits:

  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Health insurance
  • Life insurance
  • Paid time off
  • Tuition reimbursement
  • Vision insurance
  • Work from home

Schedule:

  • 8 hour shift

Experience:

  • Customer Service: 3 years (Preferred)

Work Location:

  • Fully Remote

Work Location: Remote

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Company details

Headquarters

Louisville, Kentucky

Employee

10000+

Revenue

more than $10B (USD)

Industry

Health Care

Company Description
For more than 50 years Humana has been a proven leader and innovator in the health and wellness industry. A passionate emphasis on people, choice, well-being, and innovation guide our business practices and culture. We’re not just a health insurance company. Our diverse lines of business position us to serve millions of people with a wide range of needs, including seniors, military members, and self-employed individuals. If you're looking for a career that provides opportunities for growth and development in a stable industry, Humana might be the right fit for you. The company offers a variety of perks and benefits including competitive, performance-based wages, retirement plans, medical, dental, vision and life insurance, on-site health screenings and personal health coaching, paid time off, tuition assistance, leadership development, mentorships and much more.
Company ratings
  • Overall
    3.7
  • Company & Benefits
    3.7 / 5
  • Culture & Values
    3.5 / 5
  • Career Opportunities
    3.1 / 5
  • Work/Life Balance
    3.6 / 5
  • Senior Management
    3.2 / 5
Company reviews
"Fast Paced Corporate Environment"
Former EmployeePharmacy Technician
Day started with system login a few moments at the start of shift to review emails. Queue is full customers waiting to be assisted. Calls are nonstop; Work efficiency and attention to detail necessary. Friendly/kind style leadershinp supervisor who advocated for team members. Culture in the workplace is conservative. High call volume can be stressful, navigating company systems also a challenge. Demanding schedule with limited flexibility due to nature of job duties a lot of overtime required. Enjoyed team building events and company perks (Potlucks, outings, go365) Nice cafe area with prepared breakfast and lunch options. Company provides excellent retirement match, competitive pay (no exp) and tuition reimbursement.
Pros:
Cons:

"Great but Work Life Balance needs approval among other things"
Current EmployeeCustomer Service Representative
Humana is a great company to work for. My issue with Humana is that weekly, they are critiquing or making changes to the “call flow” which ultimately aggravates the members at the end of the call. The call audits are not evaluated the same for everyone. Working from home, if there are any issues with your personal equipment and you have to be off the phones, Humana will use your PTO for the hours you were down even if it’s out of your control I.e. a semi truck hitting the power block in your area and taking out the entire grid for 6hours. Also, team leaders should be chosen off individuals who actually KNOW the job and not because they meet all the call metrics. Anyone can shoot the ball, but they need to know the play first.
Pros:
Cons:

"Good job for me but, did learn that a desk job wasnt for me"
Former EmployeeAdministrative Assistant
Only worked at Humana for a year before office moved to other side of the state. My experience as an admin was good. I worked as support for state sales team. Open enrollment time was pretry stressful.
Pros:
Cons:

"Great workplace "
Current EmployeePharmacy Technician
Love it. Its a marvelous place to work. They are a great and awesome employer. They care about their employees. Its just a really great place to work.