Humana OH Medicaid Inbound Contact Representative - In Office in Dublin, Ohio
Humana is excited to announce the opening of a brand new contact center in Dublin, Ohio! Humana was awarded a contract to support the Medicaid members in Ohio with its Healthy Horizons of Ohio statewide Medicaid program, and we need some amazing individuals to join Humana in supporting our new and future members. We have numerous new Inbound Contact Representative openings that will have the pleasure of taking inbound calls from our Ohio Medicaid Members and provide excellent service and support. These are great opportunities to join a Fortune 100 company that continuous to expand and grow within the Healthcare industry!!
*This position is an in-office position, 485 Metro Place S Dublin, OH 43017.*
The Inbound Contact Representative 2 represents Humana by creating Perfect Experiences for incoming telephone or digital inquiries from Ohio Medicaid Members. The Inbound Contact Representative 2 strives to provide a resolution for member issues or pathway to resolution on each call while providing a perfect call experience. These positions are full-time (40 hours/week) Monday - Friday working an eight and a half (8 1/2) hour shift anytime between the hours of 6:45am and 8:00 pm, EST, based on business requirements. It may be necessary, given the need, to work occasional overtime and weekends.
The Inbound Contact Representative 2 will also make outbound welcome calls to members during periods of low occupancy.
What we need your help with:
The Inbound Contact Representative 2 addresses member needs which may include complex benefit questions, resolving issues, educating members, and delivering best-in-class member experiences.
Handle 20-40 inbound calls daily from members in a fast-paced inbound call center environment, and at times, back-to-back phone calls.
Documents accurate details of inquiries, comments or complaints, transactions or interactions and records all actions taken in accordance to the request or questions being asked.
Escalates unresolved and pending member grievances and appeals. Decisions are typically focused on detailed processes and area/department policies 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.
Participates in daily team chats, accesses a knowledge-based database (Mentor) on every call, and reads emails daily to stay on top of alerts, trainings, and all Medicaid updates/changes.
*Are you looking for a CAREER and not just a JOB?*
Your FUTURE is here with us - COME GROW WITH HUMANA!
Benefits Start on Day One! Great 401k Match! Tuition Assistance Programs! Professional Development! Advancement Opportunities!
What you need for success (Required Qualifications):
Must reside in Ohio and within 50 miles of 485 Metro Place S Dublin, OH 43017
Minimum 2 years of customer service experience
Must be available to work any shift between the hours of 6:45 am - 8:00 pm EST (M-F), some weekends and overtime required based on company needs
Training is in office and will start day one of employment and runs the first 7 weeks with a schedule of 8:00 am - 4:30 pm EST. Attendance is vital for success so no time off is allowed during training and within your first 120 days.
Demonstrated experience with providing strong customer service and attention to details while listening on calls
Prior experience managing multiple or competing priorities, including use of multiple computer applications simultaneously
Prior experience effectively communicating with customers verbally and listening to their needs
Humana and its subsidiaries require vaccinated associates who work outside of their home to submit proof of vaccination, including COVID-19 boosters. Associates who remain unvaccinated must either undergo weekly negative COVID testing OR wear a mask at all times while in a Humana facility or while working in the field
What you need to STAND OUT among the crowd (Preferred Qualifications):
Associate's or Bachelor's Degree
Prior inbound call center or related customer service experience
Prior Healthcare experience
Fluency in Spanish
- 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.
How we Value You
Health/Vision/Dental Benefits Effective day one
Competitive pay/salary ranges
Associate Incentive Plan
401K Match- Immediate company match of 125 percent on the first 6 percent of your pretax 401(k) or Roth 401(k) contributions.
As part of our hiring process, we will be using an exciting interviewing technology provided by Montage/Modern Hire, a third-party vendor. If you are selected to move forward from your application prescreen, you will receive correspondence inviting you to participate in a pre-recorded Voice Interview and/or an SMS Text Messaging interview. If participating in a pre-recorded interview, you will respond to a set of interview questions via your phone. You should anticipate this interview to take approximately 10-15 minutes.
After submitting your application, if you are selected to move forward you will receive an email to complete the Virtual Job Experience (VJE). This is an online activity where you will learn more about Customer Care jobs at Humana, try out some of the most common job tasks, and tell us more about yourself.
Most people complete the VJE in approximately 30 minutes. To complete it, you will need a smart phone, computer or tablet with internet access, and speakers/headphones.
We do not make job offers to candidates that do not complete the VJE. The email will come from firstname.lastname@example.org (email@example.com) please add to your contacts or safe senders list to avoid this going to your spam folder.
*Flexible interview scheduling including weekends that will be conducted in person. *
Scheduled Weekly Hours