The Bilingual Consumer Service Operations Representative 2 is responsible for the daily activities across multiple service functions area.
South Florida areaThe Bilingual Consumer Service Operations Representative 2 may perform installation, implementation, client support, client services, client administration, customer service, eligibility and call center operations.
- Provide assistance and support to sales agents regarding prospects for CarePlus and Humana eligibility.
- Support CarePlus agents with non-processed applications and enrollment, facilitating expedited referrals to help prospects screen and apply for state and federal assistance.
- Data Entry and Review screenings for state and federal assistance, provide feedback to leadership and submit screenings to state/federal government.
- Provides assistance to CarePlus Link initiative as it relates logging attendance and transferring calls to presentation queue.
- Maintain confidentiality.
Required Qualifications
- Bilingual English and Spanish. Must be able to speak, read and write in both languages without limitations or assistance. See Additional Information on testing
- 1 or more years of Telephonic customer service experience
- 1 or more years typing/data entry (in the past 5 year)
- Proficient in Microsoft Office Excel, Word and Outlook
Preferred Qualifications
- Inbound and/or Outbound Call Center
- Knowledge of state and federal application processes and requirements as it relates to CarePlus Social Services department.
- Ability to manage multiple competing priorities as well as work independently.
- Detail oriented, with strong written & verbal communication.
- Creole
- Knowledge and/or experience with State/Federal Assistance Programs.
Additional Information
Travel: Once or twice per year for team engagement in Florida. Note: There will be no travelling at this time due to business travel restrictions.
- Work Days & Time: Monday – Friday; 8:00am – 5:00pm Eastern Standard Time (EST). Overtime may be required, and possible nights and weekend work based on business needs (i.e. open enrollment – October 15th through December 7th).
Language Proficiency Testing
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, we will be using an exciting interviewing technology provided by HireVue, a third-party vendor. This technology provides our team of recruiters and hiring managers an enhanced method for decision-making.
If you are selected to move forward from your application prescreen, you will receive correspondence inviting you to participate in a pre-recorded Voice Interview and/or an SMS Text Messaging interview. If participating in a pre-recorded interview, you will respond to a set of interview questions via your phone. You should anticipate this interview to take approximately 10-15 minutes.
If participating in a SMS Text interview, you will be asked a series of questions to which you will be using your cell phone or computer to answer the questions provided. Expect this type of interview to last anywhere from 5-10 minutes. Your recorded interview(s) via text and/or pre-recorded voice will be reviewed and you will subsequently be informed if you will be moving forward to next round of interviews.
Work at Home Guidance
To ensure Home or Hybrid Home/Office associates’ ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office associates must meet the following criteria:
- At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is recommended; wireless, wired cable or DSL connection is suggested
- Satellite, cellular and microwave connection can be used only if approved by leadership
- Associates who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense.
- Humana will provide Home or Hybrid Home/Office associates with telephone equipment appropriate to meet the business requirements for their position/job.
- Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information
Internal- If you have additional questions regarding this role posting, please send them to the Ask A Recruiter persona by visiting go/vivaengage and searching Ask A Recruiter! Please be sure to provide the requisition number so we may be able to research your request quicker.
#LI-BB1
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.
$40,000 - $52,300 per year
About CarePlus Health Plans: CarePlus Health Plans is a recognized leader in healthcare delivery that has been offering Medicare Advantage health plans in Florida over 23 years. CarePlus strives to help people with Medicare, or both Medicare and Medicaid, achieve their best possible health and wellness through plans with benefits and services they care about. As a wholly owned subsidiary of Humana, CarePlus currently serves Medicare beneficiaries throughout 21 Florida counties.
