Inbound Contact Representative 4 - Remote PR

Profile

Description

The Inbound Contacts Representative 4 represents the company by addressing incoming telephone, digital, or written inquiries. The Inbound Contacts Representative 4 assumes ownership and leads advanced and highly specialized administrative/operational/customer support duties that require independent initiative and judgment.

Responsibilities

The Inbound Contacts Representative 4 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 regarding the daily priorities for an administrative work group and/or external vendors including coordinating work activities and monitoring progress towards schedules/goals, and often oversees work of others and/or is the primary administrative owner of a main process, program, product or technology.

Works within broad guidelines with little oversight.

Required Qualifications

Experience working in a high volume Inbound and or outbound Call Center that may handle quality call resolution

Handling Escalation Calls

Assisting the associate and providing guidance.

Working experience in a healthcare environment

1 years' experience leading projects, subject matter expert, team lead or prior leadership experience

Experience working in a heavy metric based environment

Intermediate or above Proficiency in Microsoft Office applications, including: Outlook, Word and Excel

Excellent verbal and written communication skills

Must be passionate about contributing to an organization focused on continuously improving consumer experiences

Additional Requirements

Hours: Must be able work an 8 hour shift Monday through Friday between the hours of 8:00 AM to 8:00 PM in your time zone - rotating weekends and or holidays. Hours are subject to change based on business needs - Leader will discuss during the interview

Work style/Location: Position will permanently report to a remote/work at home office.

Work At Home Requirements

Must have a separate room with a locked door that can be used as a home office to ensure you and your members have absolute and continuous privacy while you work.

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.

Preferred Qualifications

Associate's or Bachelor's Degree

1 years' experience working on escalated call line, providing support to inter-department for Inbound Contact Representatives

Prior work experience in an operational setting

Previous experience with coordinating and leading projects and tasks

Bilingual (English and Spanish); with the ability to pass a language assessment

Additional Information

Interview Format

As part of our hiring process, we will be using an exciting interviewing technology provided by Modern Hire, a third-party vendor. This technology provides our team of recruiters and hiring managers an enhanced method for decision-making.

If you are selected to move forward from your application prescreen, you will receive correspondence inviting you to participate in a pre-recorded Voice Interview and/or an SMS Text Messaging interview. If participating in a pre-recorded interview, you will respond to a set of interview questions via your phone. You should anticipate this interview to take approximately 10-15 minutes.

If participating in a SMS Text interview, you will be asked a series of questions to which you will be using your cell phone or computer to answer the questions provided. Expect this type of interview to last anywhere from 5-10 minutes. Your recorded interview(s) via text and/or pre-recorded voice will be reviewed and you will subsequently be informed if you will be moving forward to next round of interviews.

Scheduled Weekly Hours

40

Company info

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