Bilingual Inbound Contact Representative 2 - WAH

Profile

Job Information

Humana

Bilingual Inbound Contact Representative 2 - WAH

in

Dublin

Ohio

Description

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.

Responsibilities

*This position is an in-office position, 485 Metro Place S Dublin, OH 43017. Training will be completed virtually from home.

The Inbound Contacts Representative 2 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 typically focus on interpretation of area/department policy 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.

What you need for success (Required Qualifications):

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 work at home or virtual. Training 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

Work at Home Requirements

Must have 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 for optimal performance of 25/10 (25mbs download x 10mbs upload) is required.

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

Additional Information

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

For this job, associates are required to be fully COVID vaccinated, including booster or undergo weekly COVID testing and wear a face covering while at work. The weekly testing will need to be done through an approved Humana vendor, and unvaccinated associates should follow all social distancing and masking protocols if they are required to come into a Humana facility or work outside of their home. We are a healthcare company committed to putting health and safety first for our members, patients, associates, and the communities we serve.

If progressed to offer, you will be required to:

_Provide proof of full vaccination, including booster or commit to testing protocols OR  _

Provide proof of applicable exemption including any required supporting documentation

​​Medical, religious, state and remote-only work exemptions are available.

Scheduled Weekly Hours

40

Company info

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