Inbound Contacts Representative - Kentucky Medicaid

Become a part of our caring community and help us put health first
 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 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.

Use your skills to make an impact
 

Required Qualifications

• 3 years of Customer Service experience
• Must live within 30 minutes of the Waterside Building at 101 E Main St. Louisville, KY 40202
• Strong customer service orientation
• Strong attention to detail
• Strong typing and computer navigation skills
• Ability to manage multiple or competing priorities, including use of multiple computer applications simultaneously
• Effective verbal and listening communication skills
• Must be passionate about contributing to an organization focused on continuously improving consumer experiences

Preferred Qualifications

• Associate's or Bachelor's Degree
• Previous inbound call center or related customer service experience
• Healthcare experience
• Fluency in Spanish - ability to read, write, and speak
• CRM experience

Additional Information

Training: Monday-Friday from 8am-4:30pm EST for your first 8 weeks beginning Monday, September 9th. No time off will be allowed during training.

Work schedules after training: can range between 6:45am-9:00pm EST, Monday-Friday. Must be flexible to work during these hours.

Work at Home Guidance 

To ensure Home or Hybrid Home/Office associates’ ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office associates must meet the following criteria: 

· At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is recommended; wireless, wired cable or DSL connection is suggested. 

· Satellite, cellular and microwave connection can be used only if approved by leadership. 

· Associates who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense. 

· Humana will provide Home or Hybrid Home/Office …