Inbound Contacts Representative 1 Patient Care Coordinator

Profile

Description

The Inbound Contacts Representative 1 (Patient Care Coordinator) represents the company by addressing incoming telephone, digital, or written inquiries. The Inbound Contacts Representative 1 (Patient Care Coordinator) performs basic administrative/clerical/operational/customer support/computational tasks. Typically works on routine and patterned assignments.

Responsibilities

The Inbound Contacts Representative 1 (Patient Care Coordinator) addresses customer needs which may include complex benefit questions, resolving issues, and educating members. Records details of inquiries, comments or complaints, transactions or interactions and takes action in accordance to it. Escalates unresolved and pending customer grievances. Decisions are limited to defined parameters around work expectations, quality standards, priorities and timing, and works under close supervision and/or within established policies/practices and guidelines with minimal opportunity for deviation.

Take inbound calls from members related to Specialty mail-order medications

Document all calls and provide assistance and information to members

Build lasting relationships with Humana's members

Meet metrics as assigned by the department

Required Qualifications

High School Diploma or equivalent

1 year of customer service experience or call center experience

Passion for customer service and member satisfaction

Aptitude for quickly learning and navigating new technology systems and applications

Effective verbal and listening communication skills

A positive attitude, flexible, and highly motivated

Capacity to maintain confidentiality

Strong attention to detail

Ability to work 8:00am-11:00pm Monday-Friday, and every Saturday( 8:00am-6:30pm EST) as well as overtime, especially during our peak season (October-March)

Associates working in the state of Arizona must comply with the Tobacco Free Hiring Policy (see details below under Additional Information) and upon offer will be subjected to nicotine testing as part of a 10 panel drug test

Preferred Qualifications

Bilingual in English and Spanish - able to read, write, and speak both fluently

Call Center experience

Associate's or Bachelor's Degree

Operations, Healthcare or Pharmacy experience

Working knowledge of Argus

Additional Information

If you have additional questions regarding this role posting, please send them to the Ask A Recruiter persona by visiting go/Buzz and searching Ask A Recruiter! Please be sure to provide the requisition number so we may be able to research your request quicker

This role have to potential to become work at home after training is over and metrics are being consistently met (at least 6 months)

Scheduled Weekly Hours

40

Company info

Humana Inc.
Website : http://www.humana.com