Ohio Medicaid Inbound Contact Representative

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Cincinnati, OH – Ohio


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full time

Published on www.appcast-cpc.com 14 Mar 2023

DescriptionThe 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.ResponsibilitiesThe 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 accordingly. 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: Minimum 2 years of customer service experience. Demonstrated experience with providing exceptional 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. Location: MUST reside in the State of Ohio Required Work Schedule: This role starts on April 17, 2023. Virtual Training will start day one of employment and runs for the first 7 weeks with a schedule of 8:00 am – 4:30 pm EST, Monday – Friday. Attendance is vital for success, so no time off is allowed during training or within your first 120 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 – 8:00 pm EST, Monday – Friday (subject to change based on business needs). Some weekends and overtime may be required based on business needs. Preferred Qualifications: What you need to STAND OUT among the crowd: Associates or Bachelors Degree Prior inbound call center or related customer service experience Prior healthcare experience Bilingual in English and Spanish (potential increase in hourly rate for bilingual skills; see Additional Information below) Proficiency with Microsoft Office applications, particularly Outlook and MS Teams Additional Information Please be advised, 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. Candidates must be tested in ALL languages listed on the description. Work at Home GuidanceTo 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 recommended; wireless, wired cable or DSL connection is suggested.Satellite, cellular and microwave connection can be used only if approved by leadership.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.Additional InformationPlease be sure to include your resume with your application!As part of our hiring process for this opportunity, we will be using an exciting interviewing technology called Modern Hire to enhance our hiring and decision-making ability. Modern Hire 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. If you are selected for a first round interview, you will receive an email correspondence (please be sure to check your spam or junk folders often to ensure communication isnt missed) inviting you to participate in a Modern Hire interview. In this interview, you will listen to a set of interview questions over your phone and you will provide recorded responses to each question. You should anticipate this interview to take about 15 to 30 minutes. Your recorded interview will be reviewed and you will subsequently be informed if you will be moving forward to next round of interviews. ALERT : Humana values personal identity protection. Please be aware that applicants selected for leader review may be asked to provide a Social Security Number, if it is not already on file. When required, an email will be sent from Humana@myworkday.com with instructions to add the information into the application at Humanas secure website. #LI-REMOTEScheduled Weekly Hours40