Remote Job: Yes
Full time
Category:
Administrative and Support Services
Description
Become a part of our caring community and help us put health first
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.Be a part of Humana Go365® Service Operations! Go365® is a wellness program powered by Humana. The Go365 experience gives our members the ability to take a dedicated interest in their health and wellness by incentivizing them for the actions they take towards their wellness through redeeming their rewards. Representatives offer support they need to live their healthier lives by guiding them to the ways they can earn and giving them the tools to earn their wellness rewards.
Responsibilities
As a Go365® Inbound Contacts Representative 2 (Inbound Contacts Representative 2), you will provide perfect service and guidance to Go365® members. You will receive inbound calls and directly respond to questions, handle issues, and provide guidance to both internal and external customers. The Go365® Inbound Contacts Representative 2 will troubleshoot devices and resolve web-based issues.
- Educates customers about Humana Go365® products and services via telephone
- Receives, documents, and resolves customer inquiries by using established best practices
- Builds lasting relationships with Humana’s customers
Use your skills to make an impact
Required Qualifications
- Minimum of one year of customer service experience
- Strong typing and computer navigation skills, along with strong technical skillset with internet, cellular phones, mobile applications, and electronic devices
- Strong customer service orientation
- Strong attention to detail
- Ability to manage multiple or competing priorities, including use of multiple computer applications simultaneously
- Effective verbal and listening communication skills
- Must be passionate about contributing to an organization focused on continuously improving consumer experiences
- Ability to work remotely from home with dedicated space and home free of distractions
Preferred Qualifications
- Previous inbound call center or related customer service experience
- Healthcare or Health and Wellness experience
- Bilingual- fluency in Spanish. Ability to read, write, and speak in Spanish.
Required Work Schedule
Virtual Training will start day one of employment and run the first 9 weeks with a schedule of 7:30am-4pm CST, Monday - Friday. Attendance is vital for success, so no time off is allowed during training or within your first 120 days.
- Following training, most new hire associates work 8 hour shifts adjacent to contact center closing time of 7pm EST/6pm CST Monday through Friday. Future shifts are subject to change based on business need, performance, and tenure.
- All associate schedules are assigned during training based on a shift bidding process using tenure, performance, and metrics. Shifts can change every 6-12 months. Most new hire associates tend to have later schedules with an end time of 7pm EST/6pm CST.
Additional Information
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.
Additional Information
Interview Process
As part of our hiring process for this opportunity, we will be using an interviewing technology called HireVue to enhance our hiring and decision-making ability. HireVue 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.
- Text Prescreen: Shortly after submitting your application, you may receive both a text message and email requesting you to complete 10 to 15 prescreen questions with either yes or no answers. The text message may arrive prior to the email. If you prefer to answer via computer or tablet, wait for the email.
- Video Prescreen: If you are successful with your text screen, you will receive another communication to record a Video Prescreen. This is an online video activity using your phone, tablet, or computer; however, most candidates prefer using a computer or tablet.
- Interviews: Some candidates will be invited to interview. If so, the recruiter will reach out to schedule.
- Offers: Finalists from the interview will be contacted by a recruiter to discuss an offer for the job
Note: Depending on the number of openings, the number of candidates who apply, and the schedules of interviewers and recruiters, this process may take several weeks or less; however, know that we are working hard to proceed as quickly as possible and to keep you informed.
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.
$34,500 - $47,400 per year
Description of Benefits
Humana, Inc. and its affiliated subsidiaries (collectively, “Humana”) offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides 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.
About us
Humana Inc. (NYSE: HUM) is committed to putting health first – for our teammates, our customers and our company. Through our Humana insurance services and CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health – delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare, Medicaid, families, individuals, military service personnel, and communities at large.
Equal Opportunity Employer
It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or veteran status. It is also the policy of Humana to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.
