路易斯安那州医疗补助入站代表
Louisiana Medicaid Inbound Contact Representative
成为我们关怀社区的一员
路易斯安那州医疗补助计划的呼叫中心代表2职位，通过处理来电、数字或书面咨询，同时开展外拨电话活动来协助我们的会员，代表公司形象。该职位执行多种活动和中等复杂程度的行政/运营/客户服务任务。进行计算并通常处理半常规任务。我们努力为会员提供一次通话解决体验。呼叫中心代表2处理客户的需求，这可能包括复杂的福利问题、解决问题和教育会员，同时开展外拨电话活动来协助我们的会员。记录咨询、意见或投诉、交易或互动的细节，并据此采取行动。上报未解决和待处理的客户投诉。决策通常集中在对区域/部门政策和完成任务方法的解释上。在定义的参数内确定工作期望和质量标准，但对优先级/时间安排有一定自主权，并在最少指导下行事。遵循允许一定程度解释/偏离和/或独立判断的标准政策和做法。
运用你的技能产生影响
地点：必须目前居住在路易斯安那州
必备资格
- 至少2年客户服务经验
- 必须能够在6:45 am至7:00 pm CST（周一至周五）期间工作任何班次，根据公司需求，部分周末和加班要求
- 在通话中展示出提供良好客户服务和注重细节的能力，以及倾听能力
- 有管理多个或竞争性优先事项的经验，包括同时使用多个计算机应用程序
- 有有效与客户进行口头沟通并倾听其需求的经验
- 必须能够准确且完整地在多个系统中记录通话中的会员需求、咨询或问题
优选资格
- 有呼叫中心工作经验
- 有医疗保健行业经验
所需工作时间表：
- 课程将于10月12日开始。虚拟培训将在入职第一天开始，持续前7-8周，时间为每天上午8:00至下午4:30 CST，周一至周五。
- 出勤对成功至关重要，因此不允许请假
查看英文原文
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. Performs computations and typically works on semi-routine assignments. We strive to provide a First Call Resolution experience for our members.The Inbound Contacts Representative 2 addresses customer needs which may include complex benefit questions, resolving issues, and educating members while also conducting outbound calling campaigns to assist our 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.
Use your skills to make an impact
Location: MUST CURRENTLY RESIDE IN THE STATE OF LOUISIANA
Required 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), some weekends and overtime required based on company needs
- Demonstrated experience with providing strong customer service and attention to details 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.
Preferred Qualifications
- Prior call center experience
- Prior Healthcare experience
Required Work Schedule:
- 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, with the exception of 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 Appraisal Period is essential to your learning and development, which is why we ask for perfect attendance during both the classroom training and nesting periods.
- 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: To ensure Home or Hybrid Home/Office employees’ ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria: At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested. In certain roles, the minimum recommended internet speed required by Humana may not be sufficient for business needs. Humana reserves the right to require associates to upgrade their internet service if necessary. Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.Scheduled Weekly Hours
40Pay Range
The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.$39,000 - $49,400 per yearDescription of Benefits
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, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.
About us
About Humana: Humana Inc. (NYSE: HUM) is a leading U.S. healthcare company. Through our Humana insurance services and our 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 and Medicaid, families, individuals, military service personnel, and communities at large. Learn more about what we offer at Humana.com and at CenterWell.com.
Equal Opportunity Employer
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.
Originally posted on Himalayas