Description

The Outbound Contacts Representative 1 represents the company by making outbound contacts to members and/or providers regarding a variety of issues. The Outbound Contacts Representative 1 performs basic administrative/clerical/operational/customer support/computational tasks. Typically works on routine and patterned assignments.

Responsibilities

The Bilingual (English, Spanish) Customer Service Representative/Outbound Contacts Representative 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 limited to defined parameters around work expectations, quality standards, priorities and timing.
• Works under close supervision and/or within established policies/practices and guidelines with minimal opportunity for deviation.
• Adaptable with the ability to thrive in a fast paced environment

Required Qualifications

• 1+ years of call center or customer service related experience.
• Bilingual - English, Spanish. Must be able to speak, read and write in both languages without limitations or assistance, must take a language proficiency assessment.
• Proficiency in Microsoft Office Outlook, Word and Excel.
• Strong typing and computer navigation skills with the capacity to use multiple computer applications simultaneously.
• With this role you will be required to attend meetings in the local market office a few times a year. The office locations are located in Tampa, FL and Miramar, FL.
• Typical Work Days/Hours: Monday - Friday; 8:00 am - 5:00 pm
• 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.
• 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.

Work-At-Home Requirements

• WAH requirements: Must have the ability to provide a high speed DSL or cable modem for a home office. Associates or contractors who live and work from home in the state of California will be provided payment for their internet expense.
• A minimum standard speed for optimal performance of 25x10 (25mpbs download x 10mpbs upload) is required.
• Satellite and Wireless Internet service is NOT allowed for this role.

• A dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information

Preferred Qualifications

• Associate's or Bachelor's Degree.
• Experience in working in a healthcare setting.

Additional Information

Onsite Travel

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, and a dedicated secure home workspace for interview or work purposes. Humana continues to monitor the situation, and will adjust service levels as the coronavirus 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 wellbeing during the hiring process.
#ThriveTogether #WorkAtHome

Interview Format

As part of our hiring process, we will be using an exciting interviewing technology provided by Modern Hire, a third-party vendor. This technology provides our team of recruiters and hiring managers an enhanced method for decision-making.

If you are selected to move forward from your application prescreen, you will receive an email correspondence inviting you to participate in a pre-recorded Voice Interview and/or an SMS Text Messaging interview. (please be sure to check your spam or junk folders often to ensure communication isn't missed) 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.

If participating in a SMS Text interview, you will be asked a series of questions to which you will be using your cell phone to answer the questions provided. Expect this type of interview to last anywhere from 5-10 minutes. Your recorded interview(s) via text and/or pre-recorded voice will be reviewed and you will subsequently be informed if you will be moving forward to next round of interviews.

Scheduled Weekly Hours

40