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.

Responsibilities

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.

Required Qualifications

* High School Diploma or equivalent
* 1-3 years working experience in a Call Center environment.
* Previous inbound call center or related 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
* Capacity to multi-task, including use of multiple computer applications simultaneously
* Effective verbal and listening communication skills (English/Spanish)
* Fully Bilingual - English/Spanish. Must be able to speak, read and write in both languages without limitations or assistance. See Additional Information on testing
* Work At Home requirements: Must have the ability to provide a high speed DSL or cable modem for a home office (Satellite and Wireless Internet service is NOT allowed for this role). A minimum standard speed for optimal performance of 10x1 (10mbs download x 1mbs upload) is required. A dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information

Preferred Qualifications

* Associate's or Bachelor's Degree
* Experience in healthcare

Additional Information

* Schedule: 8 hr. shift between the hours of 8:00 am - 6:00 pm, Monday through Friday. Possible overtime and some weekends needed.
* Training: 2 weeks at Humana Office Hato Rey (Due to Covid-19, remotely training)
* Address: Remote Work at Home from Puerto Rico Only.
* Language Proficiency Testing (English/Spanish): Any Humana associate who speaks with a member in a language other than Spanish and/or 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