Description The Inbound Contacts Representative 2 provides superior customer service 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 The Inbound Contacts Representative 2 acts as a universal customer service agent and provides friendly, comprehensive service regarding a diversity of issues from ordering durable medical equipment to grievance and appeals. Records details of inquiries, comments or complaints, transactions or interactions and takes action in accordance to it. Escalates unresolved and pending customer service grievances. Performs other relevant duties deemed necessary to achieve department and company-wide goals. Decisions are typically focus 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. Performs other relevant duties deemed necessary to achieve department and company-wide goals Additional Details Associates can expect to take anywhere from 20 to 35 inbound calls per day as the focus is high-quality service and one-call resolution While this associate receives inbound calls, 60% to 70% of them require associates to place outbound calls to physicians, DME vendors, pharmacies or other entities to help members This job calls for strong emotional intelligence to proactively provide solutions, ensuring the member''s utmost health and safety Start Date / Training Date: Projected start date and training date for this opportunity is Monday, 04/27/2020 Work Environment: This is a customer-centric call center focused on high quality outcomes versus activities. We value quality over quantity. Benefits and Perks of This Opportunity: Competitive compensation with base salary and bonus eligibility Extensive training - at least 10 weeks A chance to develop well-rounded and competitive skills Robust benefits package a s a full-time employee including health, dental, vision, tuition assistance, 401(k) and more. Effective first day no waiting period Professional development opportunities including career advancement and mobility, virtual learning platforms, networking opportunities through our network resource groups, mentoring programs and more Required Qualifications High School Diploma or equivalent 2 years of customer service experience Excellent verbal and written communication skills Strong computer skills utilizing multiple computer applications simultaneously Ability to maintain a professional demeanor, practicing strict confidentiality for all sensitive information Strong initiative with the ability to adapt to change quickly and be empathetic Must be passionate about contributing to an organization focused on continuously improving consumer experiences Bilingual in English and Spanish ability to read, write and speak both languages without limitation or assistance The ability and willingness to work any 8-hour shift between the hours of 8 a.m. to 8 p.m AST. Monday through Friday (9 a.m. to 9 p.m. AST during Daylight Savings Time) with the flexibility to work weekends, holidays and/or mandatory overtime based on business needs The flexibility to train during any shift between 8am to 8pm AST Monday through Friday (hours dependent on business need) Preferred Qualifications Associates or Bachelor''s Degree Experience and/or background with case management processes Call center experience Healthcare experience Additional Information This position is located at 383 Ave F D Roosevelt, San Juan, PR 00918-2143 Please note that we are regulated by the Center for Medicare and Medicaid Services and maintain a high level of commitment to our members. For this reason, time off and scheduling are heavily based on business need so we can provide the best service to our membership. The training and onboarding for this position is critical for your development as an associate. Time off and scheduled obligations during the first 120 days will be evaluated as part of the selection process. Must serve a minimum of 2 years within this department before transferring to another department 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 by Jobble
