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Become a part of our caring community. The Inbound Contacts Representative 2 for Louisiana Medicaid represents the company by addressing incoming telephone, digital, or written inquiries while also conducting outbound calling campaigns to assist our members. The Inbound Contacts Representative 2 performs varied activities and moderately complex administrative/operational/customer support assignments, including:
Addressing customer needs, which may include complex benefit questions, resolving issues, and educating members.
Recording details of inquiries, comments or complaints, transactions or interactions, and taking action accordingly.
Escalating unresolved and pending customer grievances.
Making decisions focused on interpretation of area/department policy and methods for completing assignments.
Working within defined parameters to identify work expectations and quality standards.
Following standard policies/practices with some opportunity for interpretation/deviation and/or independent discretion.
Qualifications
Minimum 2 years of customer service experience.
Must be available to work any shift between the hours of 6:45 am – 7:00 pm CST (M-F), with some weekends and overtime required based on company needs.
Demonstrated experience providing strong customer service and attention to detail 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.
Must be able to accurately and completely document member needs, inquiries, or questions during calls within multiple systems.
Requirements
Class is scheduled to start October 12. Virtual Training will start day one of employment and runs the first 7-8 weeks with a schedule of 8:00 am – 4:30 pm CST, Monday - Friday.
Attendance is vital for success, so no time off is allowed during training or within your first 180 days, except for observed (and paid) company holidays.
Following training, must be available to work any 8-hour shift between the hours 6:45 am - 7:00 pm CST, Monday – Friday (subject to change based on business needs).
The initial 180 days of employment as a Louisiana Medicaid Contact Representative 2 constitute an appraisal period.
This position requires learning many systems, policies, and tools, and it takes time to become proficient in the role.
You must be willing to remain in this position for a period of twelve (12) months before applying to other Humana opportunities outside the Louisiana Medicaid Contact Center Team.
Work at Home Requirements: Self-provided internet service must meet a minimum download speed of 25 Mbps and an upload speed of 10 Mbps; a dedicated space lacking ongoing interruptions is required to protect member PHI / HIPAA information.
Travel: Occasional travel to Humana's offices for training or meetings may be required.
Benefits
Humana, Inc. offers competitive benefits that support whole-person well-being.
Benefits include medical, dental, and vision coverage.
401(k) retirement savings plan.
Time off (including paid time off, company and personal holidays, paid parental and caregiver leave).
