Humana is Hiring Work from Home in Some States!

Humana is Hiring Work from Home in Some States!

Humana is hiring work from home in the United States!

Humana is one of the largest health insurance companies in the US! This healthcare company makes over $64 billion a year! This company is hiring work from home inbound contact reps in some states now!

 

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Description

 

The Inbound Contacts Representative 1 represents the company by addressing incoming telephone, digital, or written inquiries. The Inbound Contacts Representative 1 performs administrative/operational/customer support/computational tasks. Typically works within a framework of compliance expectations leading to significant variabilities in the inquiries presented by the membership.

Work Environment: This is a customer-centric member advocate environment focused on high quality outcomes versus activities. Our department primarily communicates over the phone, but we are not a “call center” environment as we are responsible for the member’s safety and advocacy outcome as part of the continuum of their care.  We value quality work as every action taken in the member services department is to facilitate access to the member and avoid adverse outcomes for the member. 

Associates can expect to take anywhere from 12 to 20 inbound calls per day with the focus being on high-quality service with a strong emphasis on member advocacy and patient safety. 

While this associate receives inbound calls, with limited up to 60% to 70% of these calls may require associates to place outbound calls to physicians, DME vendors, pharmacies or other entities to coordinate benefits and care for the member. 

This role calls for strong emotional intelligence focused on proactively providing solutions, ensuring the member’s utmost health and safety.  De-escalation skills are a must to thrive in this role.  We serve a wide variety of members, some of which are experiencing illness and trauma at the time of their call.    

 

Responsibilities

 

Work Environment: This is a customer-centric member advocate environment focused on high quality outcomes versus activities. Our department primarily communicates over the phone, but we are not a “call center” environment as we are responsible for the member’s safety and advocacy outcome as part of the continuum of their care.  We value quality work as every action taken in the member services department is to facilitate access to the member and avoid adverse outcomes for the member. 

  • Associates can expect to take anywhere from 30-35 inbound calls per day with the focus being on high-quality service with a strong emphasis on member advocacy and patient safety. 
  • While this associate receives inbound calls, up to 50% of these calls may require associates to place outbound calls to physicians, DME vendors, pharmacies or other entities to coordinate benefits and care for the member. 
  • This role calls for strong emotional intelligence focused on proactively providing solutions, ensuring the member’s utmost health and safety.  De-escalation skills are a must to thrive in this role.  We serve a wide variety of members, some of which are experiencing illness and trauma at the time of their call.    

               

Education, Experience, Skill set:

  • High School Diploma or Equivalent
  • 2+ year or more customer service experience within any of the following heavy or high volume health care, call quality, retail, and or anything involving working with an irate customer population or requiring high degree of organization, structure and focus.
  • Ability to communicate general information such as pharmacy; plan medical, dental & vision benefits
  • Excellent verbal and written communication skills
  • Ability to maintain a professional demeanor, practicing strict confidentiality on all platforms for all sensitive information
  • Ability to focus on the training and role without significant interruption during the workday.
  • Strong initiative with the ability to adapt to change as the business requires.
  • Must have the ability and willingness to be selfless and focus on the member as the priority throughout the workday.
  • Must be passionate about contributing to an organization focused on continuously improving consumer experiences

Technology, System, and Platform Knowledge:

Strong computer skills and utilizing multiple systems and applications simultaneously is required. Must be comfortable with gaining new systems knowledge at all times as software is constantly updating requiring the ability to learn systems real time. The following is required to ensure success in the role as a remote work at home associate:

  • Must be proficient in Microsoft Word such as Word, Excel,  Outlook/WebEx, Skype and using collaborative platforms for network sharing examples such as SharePoint, and Teams
  • Must have experience using vendor applications examples such as Salesforce, and department CRM Platforms. 

Additional Requirements

Must be able to pass the following pre-hire assessments, (Please review in the below additional information): 

  • Virtual Job Experience Assessment
  • A writing assignment may be requested during screening and/or interview
  • A language assessment may be performed for English and or bilingual Spanish during screen and/or interview.

Anticipated Start Date/Training Date: 22 February

 

Hours – Adherence to the following schedule:

  • 20 Hours per week Monday through Friday between the hours of 8:00 AM to 6:00 PM Eastern Time
  • Additional hours may be offered up to 5 hours per week are available as business needs and upon leader approval
  • Shift assignments will be scheduled 4-6 hours daily and must be approved and will be based on business need

Training Hours:

  • 2 to 3 Weeks training
  • Scheduled 8 hours between 8:00 AM to 7:00 PM Eastern Time, Monday through Friday 

Location:

  • Remote/Work at Home ** Please review Work at Home Guidelines below**
  • United States, excluding Alaska and Hawaii

Language Fluency Requirement

OR

  • Bilingual English and Spanish fluency
  • The interagency Language Rating, (ILR), test may be requested as required by the Federal Government under the Federal Care Act, to ensure competency.

Preferred Qualifications

  • Associates or Bachelor’s Degree
  • Experience in health insurance, Medicare Care Advantage, or compliance industry
  • experience such as in a Physician Medical Office, Clinical Unit/Office Coordination role,
  • Experience and/or background with case management processes
  • Experience with de-escalation of difficult calls
  • Strong documentation and categorization of call type
  • Experience working with geriatric population
  • Member Advocacy Experience
  • Government Compliance experience 
  • Additional Information  – Please Read Full Details Below

Interview and Remote Work at Home Requirements: – In order to support the CDC recommendations on social distancing and reduce health risks for associates, members and public health, Humana is deploying virtual and video technologies for all hiring/new hire activities. This position provides an opportunity to work at home.

 

CLICK HERE TO APPLY NOW

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