Humana

About Humana

 

Job Category:

Consumer Service Operations - Consumer Contacts

Country:

United States

Approximate Salary:

Not Specified

Position Type:

Full Time

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Inbound Contacts Representative 2

Humana - San Juan Rico, United States

Posted: 07/26/2018

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. This role is based in Puerto Rico taking inbound calls from members in Miami, must be 100% fluent in English.

               

Required Qualifications

  • High School Diploma or equivalent 
  • 3 years of technical experience
  • Strong customer service orientation
  • Strong attention to detail
  • Strong typing and computer navigation skills
  • Capacity to multi-task, including use of multiple computer applications simultaneously
  • Effective verbal and listening communication skills
  • Must be able to Speak, Read and Write English fluently
  • Must be able to work any shift from 8am - 8pm
  • From October - March some Saturday and Sundays will be required

Preferred Qualifications

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

Additional Information

Scheduled Weekly Hours

40

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