Medicare Call Center Rep - PUERTO RICO

Call Center Representative 2

The Call Center Representative 2 represents Humana by addressing incoming telephone, digital, or written inquiries from Medicare members. The Call Center Representative 2 strives to provide the member a resolution or pathway to resolution on each call while providing a perfect call experience.

The Call Center Representative 2 addresses customer needs which may include complex benefit questions, resolving issues, and educating members. This is a high-volume call center setting, which can be stressful at times.

• Handles 40+ inbound calls daily from members in a fast-paced inbound call center environment.
• Records details of inquiries, comments or complaints, transactions, or interactions, and takes action accordingly.
• Escalates unresolved and pending customer grievances. Decisions are typically focused 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.

Must be fluent in English with the ability to speak, read, and write in that language without limitations or assistance. If selected for the position, you will be required to take a Language Proficiency Assessment in English / Spanish.

Virtual training will start on day one of employment and runs for the first 10 to 12 weeks with a schedule of 8 : 00 AM to 4 : 30 PM EST (9 : 00 am to 5 : 30 PM AST during Daylight Saving Time), Monday through Friday. You must be on time, dressed appropriately, with your camera ON during training and for other meetings required by leadership. Attendance is vital for success, so no time off is allowed during training or within 60 days following training. Time off during your 120-day appraisal period is extremely limited. Exception : Should a Humana-observed holiday occur during training or within the 120-day appraisal period, you will have the holiday off (paid).

Following training, you will be assigned to an 8-hour shift between the hours of 7 : 45 AM and 9 : 00 PM Eastern Time (8 : 45 AM to 10 : 00 PM AST during Daylight Saving Time), Monday through Friday. Shift Bids take place periodically and are based on performance and business needs. Some weekends and overtime may also be required, especially during our peak annual enrollment season of October through March and as needed by the business. We strive to provide a minimum of a week's advance notice for weekends and overtime. 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 of Individual or Group Medicare.

Must currently reside in Puerto Rico. 2 years of customer service experience. Demonstrated experience with providing strong customer service and attention to detail while actively listening. Prior experience managing multiple or competing priorities, including use of multiple computer applications / systems simultaneously. Proficiency with Microsoft Office applications, particularly Outlook and Teams. Prior experience effectively communicating with customers verbally and actively listening to their needs.

Associate or Bachelor's degree

Previous inbound call center or related customer service experience

Previous healthcare experience

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 required. Associates in this role are required to be hard-wired to their internet connection. Wireless, satellite, cellular and microwave connections are not permitted. Humana will provide Home or Hybrid Home / Office associates with telephone equipment appropriate to meet the business requirements for their position / job. Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information. Please note this position allows you to work at home until further notice; there is a possibility of this opportunity returning to a physical office at a future date, to be determined by leadership.

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.

As part of our hiring process for this opportunity, we will be using technology called HireVue to enhance our hiring and decision-making ability. HireVue allows us to quickly connect and gain valuable information from you pertaining to your relevant skills and experience at a time that is best for your schedule.

Travel : While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.

Scheduled Weekly Hours 40

Pay Range $29,300 - $37,100 per year

Humana, Inc. and its affiliated subsidiaries (collectively, "Humana") offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.

Humana Inc. (NYSE : HUM) is committed to putting health first for our teammates, our customers and our company. Through our Humana insurance services and CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare, Medicaid, families, individuals, military service personnel, and communities at large.

It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.