Inbound Contacts Representative - Remote Opportunity

Other Jobs To Apply

Description

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

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.

CarePlus/Humana Offers:

  • 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.

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

What you need for success!

Required Qualifications:

  • 2 years or more customer service experience with heavy or high volume healthcare, call quality, retail service with emphasis on the ability to de-escalate communications with members, and internal customers. This position requires a 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 7:45 am - 8:00 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/virtual, requires camera be on and follows this schedule: Training is done in two phases of 7 weeks each and is a combination of virtual classroom and phone calls. Attendance is vital for success. No time off is allowed for the first 90 days. 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. Once in a full-time role, associates must complete a minimum of 2 years within this department before transferring to another department.

Work at Home Requirements

  • Must have high-speed DSL or cable modem for a home office (Satellite or Wireless Internet service is NOT allowed for this role).
  • A minimum standard speed for optimal performance of 25 mps x 10 mps is required.
  • A dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.

What you need to STAND OUT among the crowd!

Preferred Qualifications:

  • Prior inbound call center or related customer service experience.
  • Prior healthcare 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.

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.

For Interview Purposes: Access to a personal computing device with a camera, a minimum internet connection speed of 10m x 1m

Scheduled Weekly Hours: 40

Back to blog

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...