Job Description

Description

The Outbound Contacts Representative 3 represents the company by making outbound contacts to members and/or providers regarding a variety of issues. The Outbound Contacts Representative 3 performs advanced administrative/operational/customer support duties that require independent initiative and judgment. May apply intermediate mathematical skills.

Additional Information How we Value You
Benefits starting day 1 of employment
Competitive 401k match
Generous Paid Time Off accrual
Tuition Reimbursement
Parent Leave
Go365 perks for well-being

Responsibilities

Are you interested in joining a fun, creative, and welcoming team that loves to bring smiles to the faces of our members by helping them save money? Our associates work as customer advocates, gathering information to determine customer eligibility for Programs in which the customer may qualify. In our department, we are not only focused on the engagement of our customers, but we also offer a variety of engagement opportunities that promote individual growth and develop. Come be a part of the Dual Eligible Outreach (DEO) family!

The Outbound Contacts Representative 3 performs necessary follow up with members and/or providers. Ensures responses to member and/or provider inquiries are completed on a timely basis to achieve service and quality standards. Decisions are typically focus on methods, tactics and processes for completing administrative tasks/projects. Regularly exercises discretion and judgment in prioritizing requests and interpreting and adapting procedures, processes and techniques, and works under limited guidance due to previous experience/breadth and depth of knowledge of administrative processes and organizational knowledge.

* Assist beneficiaries over the phone with Medicaid financial assistance program eligibility
* Engage with beneficiaries and obtain buy in with the handling of sensitive information
* Ask probing questions, research and problem solve issues for beneficiaries
* Process Medicaid State application forms
* Meet daily and monthly productivity metrics
* Any additional responsibilities or assignments identified by Humana leadership team

Required Qualifications

* High School Diploma or equivalent
* Must be able to work 40 hours a week, Monday through Friday from 10:30 a.m.-7 p.m.
* 1 or more years of previous call center or customer service experience
* Proficiency in Microsoft Office applications, including: Outlook, Word and Excel
* Adaptable with the ability to thrive in a fast paced environment
* 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
* High-speed DSL or cable modem internet connection for a home office; a minimum standard speed for optimal performance of 10mb and 1 mb up. A dedicated space with a door that locks preventing ongoing interruptions
* Must be passionate about contributing to an organization focused on continuously improving consumer experiences

Preferred Qualifications

* Associate's or Bachelor's Degree
* Experience in healthcare
* Call center experience

Additional Information
4 weeks of Training, 9:00am -5:30pm, subject to change based on business

As part of our hiring process for this opportunity, we will be using an interviewing technology called Modern Hire Text/Voice Messaging to enhance our hiring and decision-making ability. This 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. If you are selected to move forward, you will receive a text correspondence inviting you to participate in a Text Message screen. You should anticipate this interview to take about 5 to 10 minutes. Your recorded interview will be reviewed and you will subsequently be informed if you will be moving forward to the next round of interviews.

In order to support the CDC recommendations on social distancing and reduce health risks for associates, members and public health, Humana is deploying virtual and video technologies for all hiring activities. This position may be subject to temporary work at home requirements for an indefinite period of time. These requirements include:

* Access to a personal computing device with a camera, a minimum internet connection speed of 10m x 1m
* Dedicated secure home workspace for interview or work purposes.
* Humana continues to monitor the situation, and will adjust service levels as the corona virus situation evolves. The following changes are temporary and will be evaluated frequently with the goal of returning to normal operations as soon as possible. Your Talent Acquisition representative will advise on the latest recommendations to protect your health and well-being during the hiring process.

Internal- If you have additional questions regarding this role posting, please send them to the Ask A Recruiter persona by visiting go/Buzz and searching Ask A Recruiter! Please be sure to provide the requisition number so we may be able to research your request quicker.

Scheduled Weekly Hours

40