Inbound Contacts Representative Ii

**Become a part of our caring community and help us put health first**
The inbound contact representative 2 role leads the initiative to represent the company by servicing an inbound/outbound, customer service experience, via telephone, digital, and or written inquiries. That includes various activities and moderately complex administrative/operational/customer support assignments. This role is crucial for maintaining customer satisfaction and ensuring the smooth operation of financial guidance and services.
The Inbound Contact Representative II addresses customer needs which may include complex financial or benefit questions, resolving issues, and educating members on prescription needs. This individual records details of inquiries, comments or complaints, transactions or interactions and takes action in accordance to member resolution with de-escalating unresolved and pending customer grievances. Decisions are focus on interpretation of area/department policy and methods for completing assignments. This representative works within defined parameters to identify work expectations and quality standards, but has some latitude over prioritization/timing, and works under minimal direction. This individual follows standard policies/practices that allow for some opportunity for interpretation/deviation and/or independent discretion.
**Use your skills to make an impact**
**Required Qualifications**
+ **Core business hours: Monday-Friday (8a - 11p EST); Saturdays (8a - 6:30p EST). Must be able to work any 8-hour shift between these times based on business need**
+ Must reside in one of the following states: Arizona, Ohio, Texas, Colorado, Florida, Tennessee, Virginia, Indiana, or Oklahoma
+ Minimum 3 years of customer service experience in a call center environment
+ Strong customer service orientation
+ Strong attention to detail
+ Strong typing and computer navigation skills
+ 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
**Work-At-Home Requirements**
+ 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
**Preferred Qualifications**
+ Bachelor's Degree
+ Internal experience in the CenterWell pharmacy customer service call center environment
+ Healthcare experience
**Additional Information**
+ **Training will consist of the first twelve (12) days in the role; Attendance is vital for your success**
+ At CenterWell, we know your well-being is important to you, and it's important to us too. We are committed in making resources available to you that will enable you to become happier, healthier, and more productive in all areas of your life. If you share a real passion for helping people, we likely have the right place for you at CenterWell.
+ As part of our hiring process for this opportunity, we may contact you via text message and email to gather more information using a software platform called HireVue. HireVue Text, Scheduling and Video technologies allow you to interact with us at the time and location most convenient for you.
+ If you are selected to move forward from your application prescreen, you may receive correspondence inviting you to participate in a pre-recorded Voice, Text Messaging and/or Video interview. Your recorded interview will be reviewed and you will subsequently be informed if you will be moving forward to next round of interviews. This is a remote role - #LI-Remote
+ **Alert:** Humana values personal identity protection. Please be aware that applicants selected for leader review may be asked to provide a social security number, if it is not already on file. When required, an email will be sent from ****** with instructions to add the information into the application at Humana's secure website.
**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 yearThis job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.
**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**
About CenterWell Pharmacy: CenterWell Pharmacy provides convenient, safe, reliable pharmacy services and is committed to excellence and quality. Through our home delivery and over-the-counter fulfillment services, specialty, and retail pharmacy locations, we provide customers simple, integrated solutions every time. We care for patients with chronic and complex illnesses, as well as offer personalized clinical and educational services to improve health outcomes and drive superior medication adherence.About CenterWell, a Humana company: CenterWell creates experiences that put patients at the center. As the nation's largest provider of senior-focused primary care, one of the largest providers of home health services, and fourth largest pharmacy benefit manager, CenterWell is focused on whole-person health by addressing the physical, emotional and social wellness of our patients. As part of Humana Inc. (NYSE: HUM), CenterWell offers stability, industry-leading benefits, and opportunities to grow yourself and your career. We proudly employ more than 30,000 clinicians who are committed to putting health first - for our teammates, patients, communities and company. By providing flexible scheduling options, clinical certifications, leadership development programs and career coaching, we allow employees to invest in their personal and professional well-being, all from day one.
**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.
Centerwell, a wholly owned subsidiary of Humana, complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, gender identity or religion. We also provide free language interpreter services. See our full accessibility rights information and language options https://www.partnersinprimarycare.com/accessibility-resources