Montpelier, VT, United States
Jun 25, 2020
Oct 08, 2020
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/customer support assignments. Performs computations. Typically works on semi-routine assignments.
The Inbound Contacts Representative 2 effectively answers inbound calls on the TRICARE Autism Care Demonstration (ACD) utilizing available resources. You will Address customer needs, which may include complex benefit questions, issue resolution, and beneficiary & provider education. Resolve customer service issues in a professional and courteous manner. Effectively communicate information with internal and external customers. Must also have exceptional verbal & written communication skills and the ability to discuss issues with customers (beneficiaries & providers). These types of communication may include telephonic, secure email web chat, co-browse, etc. Prioritize workload to continuously answer incoming calls and maintain established schedules and deadlines. Utilize information systems for maintenance and reporting issues. Our Department of Defense Contract requires U.S. citizenship for this position.
95% Effectively answer inbound calls on the TRICARE ACD program, while utilizing available resources.
Identifies call and call inquiry. Documents calls through automated system in accordance with established guidelines. Self manages time to ensure sufficient time on task to achieve individual performance standards.
Works collaboratively with ACD & Call Center Leaders, Supervisors and other department contracts regarding clarification or interpretation of established guidelines.
Demonstrates problem solving ability utilizing analytical skills in order to process and interpret data from multiple sources.
Directs applicable issues and questions to the appropriate level and area within the department.
Consistently recognizes, promotes, and delivers quality customer service to ensure accomplishment of departmental and government goals.
Educates beneficiaries and providers regarding the TRICARE ACD program, consistently providing complete and accurate information; demonstrates thorough knowledge of all TRICARE plans and eligibility for ACD benefits.
Organizes, interprets, and formulates reference documents used within the department and throughout the company.
5% Supports and participates in process and quality improvement initiatives.
Consistently contributes to the success of departmental and cross-functional teams through the support of Humana Military and Humana Inc. Strategic Initiatives.
Shows initiative and actively participates in team meetings and serves on process teams as requested.
High School Diploma/GED
Two (2) or more years of customer service experience
Strong attention to detail
Strong typing and computer navigation skills
Capacity to multi-task, including use of multiple computer applications simultaneously
Effective verbal and listening communication skills
Our Department of Defense contract requires U.S. citizenship
Successfully receive interim approval for government security clearance (eQIP- Electronic Questionnaire for Investigation Processing)
Must have the ability to provide a high-speed DSL or cable modem for a home office (Satellite and Wireless Internet service is NOT allowed for this role). A minimum standard speed of 10x1 (10mbs download x 1mbs upload) is required
Current or prior call center experience
Two (2) or more years of technical experience in a managed care environment
1 to 3 plus years of military, healthcare or managed care or related experience
As part of our hiring process for this opportunity, we will be using an exciting interviewing technology called Modern Hire Text to enhance our hiring and decision-making ability. Modern Hire Text 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. If you are selected for a first round interview, you will receive a correspondence inviting you to participate in a Modern Hire Text interview. In this interview, you review a set of interview questions over your phone and you will provide text responses to each question. You should anticipate this interview to take about 15 to 20 minutes. Your text message interview will be reviewed and you will subsequently be informed if you will be moving forward to next round of interviews.
Scheduled Weekly Hours
Mission: At Humana, our cultural foundation is aligned to helping members achieve their best health by delivering personalized, simplified, whole-person healthcare experiences. Recognizing healthcare needs continue to evolve for each person, for each family and for each community, Humana continuously creates innovative solutions and resources that help people live their healthiest lives on their terms –when and where they need it. Our employees are at the heart of making this happen and that’s why we are dedicated to building an organization of dynamic talent whose experience and passion center on putting the customer first.
Equal Opportunity Employer
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