Inbound Contact Representative - OKC Virtual Training

Profile

Description

Humana is excited to announce the opening of a brand new contact center in Oklahoma City, OK! Humana has been awarded a contract to support the Oklahoma Medicaid population with its Healthy Horizons of Oklahoma statewide Medicaid program, and we need some amazing individuals to join Humana in supporting our new and future members.

The new Humana contact center is located just west of downtown Oklahoma City near I-40, at 7725 W. Reno Ave, Suite 370, Oklahoma City, OK 73127. These exciting new positions will start with virtual or Work at Home (WAH) training for the first 8 weeks. Once training is complete these new positions will returning to the newly renovated office in OKC. Humana is looking to have the entire team ready to support Oklahoma Medicaid members starting mid-late summer.

The Inbound Contacts Representative 2 represents the company by addressing incoming telephone, digital, or written inquiries. You will address customer needs which may include complex benefit questions, resolving issues, and educating members.

Responsibilities

What we need your help with:


Take as many as 75 calls per day from Medicaid customers who have questions about their health benefits.
Assist them with PCP changes, locating Providers/Specialists, benefit coverages, authorizations; Provider claims inquiries, grievances and appeals, transportation needs, and pharmacy support.
This position is full-time (40 hours/week) Monday - Friday. Employees are required to have flexibility to work an 8-hour shift anytime from 7:00 am-7:00 pm CST. It may be necessary, given the business need, to work occasional overtime and weekends. This job is remote/Work at Home.


COME GROW WITH HUMANA! BENEFITS DAY ONE - STELLAR 401K MATCH - PAID TIME OFF - TUTION ASSISTANCE PROGRAMS - STELLAR WELLNESS/REWARDS PROGRAM

What you need for success! - Required Qualifications


High School Diploma or GED
3 years of experience within a customer service type role preferably within a call center environment
Strong customer service orientation and attention to detail
Prior experience with managing multiple or competing priorities, while utilizing multiple computer systems and/or monitors simultaneously with strong typing skills
Ability to effectively communication verbally and listen to members over the phone
Must live within a commutable distance to the new office and comfortable returning to the office after virtual training is completed.


Temporary Work at Home Requirements


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 for optimal performance of 10x1 (10mbs download x 1mbs upload) is required.
A dedicated work space without ongoing interruptions to protect member PHI / HIPAA information.


What you need to be STAND OUT among the crowd! : Preferred Qualifications


Associate's or Bachelor's Degree
1 years of experience with taking multiple calls within an inbound / outbound call center environment
Prior Medicaid / Medicare / Healthcare experience.
High level of emotional intelligence with a proven ability to influence office culture and engagement in a positive manner
Fluency in multiple languages is a plus, preferably Spanish and English


Additional Information


Training Hours - Training will start day one of employment and run the first 8 weeks with a schedule of 8:00 am - 4:30 pm CST . Attendance is vital for success so no time off is allowed during training.
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.
#OKMedicaid #ThriveTogether #WorkAtHome


Scheduled Weekly Hours

40

Company info

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