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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, and customer support assignments.
Addresses customer needs, including complex benefit questions, resolving issues, and educating providers.
Records details of inquiries, comments or complaints, transactions, or interactions and takes action accordingly.
Escalates unresolved and pending customer grievances.
Focuses on interpretation of area/department policy and methods for completing assignments.
Works within defined parameters to identify work expectations and quality standards with some latitude over prioritization/timing.
Follows standard policies/practices allowing for some opportunity for interpretation/deviation and/or independent discretion.
Training: Beginning Aug 24th, virtual training will be conducted Monday-Friday, 8am-4:30pm EST for your first 8 weeks.
Shift: After training, your shift will be assigned Monday-Friday between 8am-6pm EST. Will be required to work shift times in EST time zone, no matter what time zone you are in.
Qualifications
2 years of customer service experience
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
Requirements
Self-provided internet service must meet the following criteria:
Minimum download speed of 25 Mbps
Minimum upload speed of 10 Mbps
Wireless, wired cable, or DSL connection is suggested
Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.
Occasional travel to Humana's offices for training or meetings may be required.
Benefits
Medical, dental, and vision benefits
401(k) retirement savings plan
Time off (including paid time off, company and personal holidays, paid parental and caregiver leave)
