Humana - Work at Home Customer Service Representative

Responsibilities

The Billing & Enrollment Representative will assist members in a fast-paced inbound call center environment.

You will be responsible for:

• Processing enrollments, payments, address changes or other enrollment related tasks.

• All associates must meet established performance metrics including quality, schedule compliance, production standards, and attendance.

• Servicing members by telephone to enroll them in the TRICARE program.

• Educating members and providing appropriate solutions and alternatives regarding plan benefits.

This is a 100% remote position.

Required Qualifications

• 2+ years of customer service experience

• Fluency in computer navigation, email, chats, efficient typing skills, and toggling across multiple databases while engaging with the caller.

• Must have excellent interpersonal skills and the ability to organize simultaneous tasks; and meet monthly call and performance metrics.

• This position requires a government security clearance (eQIP - Electronic Questionnaire for Investigation Processing)

• Our Department of Defense contract requires U.S. citizenship

• For this job, associates are required to be fully COVID vaccinated, including booster or undergo weekly COVID testing and wear a face covering while at work. The weekly testing will need to be done through an approved Humana vendor, and unvaccinated associates should follow all social distancing and masking protocols if they are required to come into a Humana facility or work outside of their home. We are a healthcare company committed to putting health and safety first for our members, patients, associates, and the communities we serve.

• If progressed to offer, you will be required to: Provide proof of full vaccination, including booster or commit to testing protocols OR Provide proof of applicable exemption including any required supporting documentation. Medical, religious, state and remote-only work exemptions are available

Work and Training Schedule Requirements:

If you live in the Eastern Time Zone (EST):

• Work Schedule (Post training): Must work an 8-hour shift between the hours of 10:30 a.m. – 7 p.m. EST Monday through Friday with overtime based on business need (May include weekends)

• Training Schedule: Mandatory 8-week training Monday – Friday 8:00 a.m. to 4:30 p.m. EST

If you live in the Central Time Zone (CST):

• Work Schedule (Post training): Must work an 8-hour shift between the hours of 9:30 a.m. - 6 p.m. CST Monday through Friday with overtime based on business need (May includes weekends)

• Training Schedule: Mandatory 8-week training Monday – Friday 7:00 a.m. to 3:30 p.m. CST

If you live in the Mountain Time Zone (MT):

• Work Schedule (Post training): Must work an 8-hour shift between the hours of 8:30 a.m. - 5 p.m. MT Monday through Friday with overtime based on business need (May include weekends)

• Training Schedule: Mandatory 8-week training Monday – Friday 6:00 a.m. to 2:30 p.m. MT

If you live in the Pacific Time Zone (PT):

• Work Schedule (Post training): Must work an 8-hour shift between the hours of 7:30 a.m. - 4 p.m. PT Monday through Friday with overtime based on business need (May include weekends)

• Training Schedule: Mandatory 8-week training Monday – Friday 5:00 a.m. to 1:30 p.m. PT

Work at Home/Remote Requirements

• Must ensure designated work area is free from distractions and loud noises during training hours, work hours and virtual meetings

• Must provide a high-speed DSL or cable modem for a workspace (Satellite and Hotspots are prohibited). A minimum standard speed of 10x1 (10mbs download x 1mbs upload) for optimal performance of is required

• Participants in the Remote (Home) working style must manage dependent care and personal responsibilities in a way that allows them to successfully meet their assignment and position responsibilities. This would include small children, elderly family members, pets or other dependents that may distract from work or create a distraction for customers on the phone. You may need to create alternate caregiving arrangements that will allow you to maintain an appropriate and professional work environment.

Preferred Qualifications

• High school diploma or GED

• College degree (Associate’s or Bachelor’s) highly preferred

• Knowledge of customer service principles and practices – formal training or experience

Additional Information

• Benefit package that starts your 1st day of employment

• Robust 401k plan through Charles Schwab.

• Eligibility for associate wellness and rewards program

• Opportunity to learn the industry and build professional career

• Tuition Reimbursement & Student Loan Refinancing

• Career Growth: Role expansion/progression opportunities within the department as well as the opportunity to apply for roles outside of the department after one year of employment.

As part of our hiring process, we will be using an exciting interviewing technology provided by Modern Hire, a third-party vendor. This technology provides our team of recruiters and hiring managers an enhanced method for decision-making.

If you are selected to move forward from your application prescreen, you will receive correspondence inviting you to participate in a pre-recorded Voice Interview and/or an SMS Text Messaging interview. If participating in a pre-recorded interview, you will respond to a set of interview questions via your phone. You should anticipate this interview to take approximately 10-15 minutes.

If participating in a SMS Text interview, you will be asked a series of questions to which you will be using your cell phone or computer to answer the questions provided. Expect this type of interview to last anywhere from 5-10 minutes. Your recorded interview(s) via text and/or pre-recorded voice will be reviewed and you will subsequently be informed if you will be moving forward to next round of interviews.

Scheduled Weekly Hours

40