Humana

About Humana

 

Job Category:

Consumer Service Operations - Consumer Contacts

Country:

United States

Postal Code:

33701

Approximate Salary:

Not Specified

Position Type:

Full Time

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Bilingual (English/Spanish) Inbound Contacts Representative 2- St. Petersburg, FL

Humana - Saint Petersburg, Florida

Posted: 11/17/2018

Description

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.

Responsibilities

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.

               

Required Qualifications

  • High School Diploma or equivalent 
  • Strong customer service orientation
  • Strong attention to detail
  • Strong typing and computer navigation skills
  • Capacity to use of multiple computer applications simultaneously
  • Effective verbal and listening communication skills
  • Bilingual in English/Spanish, be able to read, write, and speak fluently without guidance or assistance

Preferred Qualifications

  • Associate's or Bachelor's Degree
  • Previous inbound call center or related customer service experience
  • Healthcare experience

Additional Information

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.

Scheduled Weekly Hours

40

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