Job Description

Become a part of our caring community and help us put health first
Do you have a desire to work from home? Do you love assisting others when they are in need? Are you looking for valuable experience working for a Fortune 100 company that focuses on the well-being of their customers and associates? If you are fluent in English and Spanish and enjoy providing customer service over the phone, this could be the Work at Home position for you as part of Humanaxe2x80x99s Member Calls Organization! Our Call Center Representatives have a passion for assisting people with their healthcare needs; in particular, our Medicare members, to provide the best solutions and outcomes working in a best-in-class contact center.The Bilingual Inbound Contacts Representative represents the company and our CarePlus team by addressing incoming telephone, digital, or written inquiries from our members. The Bilingual Inbound Contacts Representative acts as a universal customer service agent for our CarePlus members and provides friendly, comprehensive service for a range of issues from ordering durable medical equipment to grievances and appeals. Responsibilities include:

• Recording the details of inquiries, comments or complaints, transactions or interactions and acting accordingly.
• Escalating unresolved and pending customer service grievances.
• Performing other relevant duties deemed necessary to achieve department and company-wide goals.
• Must meet monthly call, attendance, and performance metrics.
• You should expect to take anywhere from 20 to 35 inbound calls per day with a focus on high-quality service and one-call resolution.
• This is a high-volume call center setting which can be stressful at times. While all Inbound Contacts Representatives will receive inbound calls, you may also be required to place outbound calls to physicians, DME vendors, pharmacies, or other entities in providing to help our CarePlus members.

Success in this role requires the following:

• Strong emotional intelligence and empathy to proactively provide solutions and ensure membersxe2x80x99 utmost health and safety.
• Excellent interpersonal skills and strong verbal and written communication.
• Demonstrated ability to take initiative, organize simultaneous tasks and adapt to change quickly.
• Ability to maintain a professional demeanor and maintain confidentiality with sensitive information.

Use your skills to make an impactRequired Qualifications

• Must reside in Puerto Rico.
• Must be Bilingual in Spanish and English with the ability to read, write, and speak fluently without limitations or assistance (see language Proficiency Testing below).
• Minimum two (2) years customer service experience required.
• Proficiency with Microsoft Office applications, particularly Outlook and Teams
• Requires efficient typing skills and strong technical skills with the ability to work across multiple software systems including email, chats, and toggling across multiple databases while engaging with callers.
• Must have excellent interpersonal skills and the ability to organize simultaneous tasks.
• Must meet monthly call, attendance, and performance metrics.

Preferred Qualifications

• Associate or Bachelorxe2x80x99s Degree
• Experience or background with case management processes
• Previous Inbound and / or outbound call center experience
• Prior healthcare experience

Required Training

• This position is scheduled to start on January 6, 2025. Virtual training starts on day one of employment and will run for the first 6 weeks
• You must attend training from 8:00 AM to 5:00 PM Eastern time (9:00 AM to 6:00 PM Atlantic time during Daylight Saving Time), Monday - Friday.
• You must be on time, dressed appropriately / camera ready, with your camera on during training and for other meetings required by leadership.

• Attendance is vital for your success; no time off will be allowed during training or within your first 120 days. Exception: All Humana associates have Humana-observed holidays off (paid).
• The initial 120 days of employment as a Bilingual Inbound Call Center Representative constitute an appraisal period. This Appraisal Period is essential to your learning and development, which is why we ask for perfect attendance during both the classroom training and nesting periods.
• Following the Appraisal Period, time off may be requested following the normal procedure. Time off and scheduling are based on business needs to provide the absolute best service to our CarePlus members.
• Annual Enrollment (October 1 through March 31) is our busiest season; time off during this period will be extremely limited.

Schedule Following 6 Week Training Period

• Following training, associates are required to have flexibility to work an 8-hour shift between the hours of 8:00 AM - 8:00 PM Eastern time (9:00 AM to 9:00 PM Atlantic time during Daylight Saving Time), Monday - Friday. Early shifts are not a guarantee, so it is important to have availability any time during this timeframe.
• Some weekends, holidays, and/or mandatory overtime may be required, based on business needs. Every effort is made to provide as much advance notice as possible.

• This position requires learning many systems, policies, and tools, and it takes time to become proficient in the role. You must be willing to remain in this position for a period of twelve (12) months before applying to other Humana opportunities outside of the CarePlus Contact Center Team.

Work at Home GuidanceTo ensure Home or Hybrid Home/Office associatesxe2x80x99 ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office associates must meet the following criteria:

• At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is recommended.
• Wireless, satellite, cellular and microwave connection can be used only if approved by leadership.
• Associates who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense.
• Humana will provide Home or Hybrid Home/Office associates with telephone equipment appropriate to meet the business requirements for their position/job.
• Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.

Language Proficiency TestingAny 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 ALTA test as provided by the Federal Government.Additional Information**PLEASE MAKE SURE YOU ATTACH YOUR RESUME TO YOUR APPLICATION (PDF OR WORD FORMAT) **Interview ProcessAs part of our hiring process for this opportunity, we will be using technology called HireVue / Modern Hire to enhance our hiring and decision-making ability. HireVue / Modern Hire 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.

• Text Prescreen: Shortly after submitting your application, you may receive both a text message and email requesting you to complete 10 to 15 prescreen questions with either yes or no answers. The text message may arrive prior to the email. If you prefer to answer via computer or tablet, wait for the email.
• Assessment: 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.
• Video Prescreen: If you are successful with the VJE, you will receive another communication to record a Video Prescreen. This is an online video activity using your phone, tablet, or computer; however, most candidates prefer using a computer or tablet.
• Interviews: Some candidates will be invited to interview. If so, the recruiter will reach out to schedule.
• Offers: Finalists from the interview will be contacted by a recruiter to discuss an offer for the job
• Note: Depending on the number of openings, the number of candidates who apply, and the schedules of interviewers and recruiters, this process may take several weeks or less; however, know that we are working hard to proceed as quickly as possible and to keep you informed.

#B1Scheduled Weekly Hours40Pay Range The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.$25,800 - $35,600 per yearDescription of Benefits Humana, Inc. and its affiliated subsidiaries (collectively, xe2x80x9cHumanaxe2x80x9d) offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.About Us
Humana Inc. (NYSE: HUM) is committed to putting health first xe2x80x93 for our teammates, our customers and our company. Through our Humana insurance services and CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health xe2x80x93 delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare, Medicaid, families, individuals, military service personnel, and communities at large.Equal Opportunity EmployerIt is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or veteran status. It is also the policy of Humana to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.

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