The Inbound Contacts Representative 1 (Patient Care Coordinator) represents the company by addressing incoming telephone, digital, or written inquiries. The Inbound Contacts Representative 1 (Patient Care Coordinator) performs basic administrative/clerical/operational/customer support/computational tasks. Typically works on routine and patterned assignments.
The Inbound Contacts Representative 1 (Patient Care Coordinator) 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 limited to defined parameters around work expectations, quality standards, priorities and timing, and works under close supervision and/or within established policies/practices and guidelines with minimal opportunity for deviation.
+ Take inbound calls from members related to Specialty mail-order medications
+ Document all calls and provide assistance and information to members
+ Build lasting relationships with Humana's members
+ Meet metrics as assigned by the department
+ High School Diploma or equivalent
+ 1 year of customer service experience or call center experience
+ Passion for customer service and member satisfaction
+ Aptitude for quickly learning and navigating new technology systems and applications
+ Effective verbal and listening communication skills
+ A positive attitude, flexible, and highly motivated
+ Capacity to maintain confidentiality
+ Strong attention to detail
+ Able to work an 8 hour shift between the hours of 5:00am-9:00pm Monday-Friday, and every Saturday (5:00am-4:30pm) as well as overtime, especially during our peak season (October-March). Working a Saturday shift provides a day off during the week.
+ Associates working in the state of Arizona must comply with the Tobacco Free Hiring Policy (see details below under Additional Information) and upon offer will be subjected to nicotine testing as part of a 10 panel drug test
+ Bilingual in English and Spanish - able to read, write, and speak both fluently
+ Call Center experience
+ Associate's or Bachelor's Degree
+ Operations, Healthcare or Pharmacy experience
+ Working knowledge of Argus
+ This role have to potential to become work at home after training is over and metrics are being consistently met (at least 6 months)
The following policy applies ONLY to associates working in the state of Arizona:
Humana is committed to providing a safe and healthy work environment and to promoting the health and well-being of its associates. Effective July 1, 2011, Humana has adopted a tobacco-free hiring policy that will promote a healthier workplace and will not hire users of tobacco and nicotine products. If you have any questions, please consult with your recruiter
Scheduled Weekly Hours
Mission: At Humana, our cultural foundation is aligned to helping members achieve their best health by delivering personalized, simplified, whole-person healthcare experiences. Recognizing healthcare needs continue to evolve for each person, for each family and for each community, Humana continuously creates innovative solutions and resources that help people live their healthiest lives on their terms -when and where they need it. Our employees are at the heart of making this happen and that's why we are dedicated to building an organization of dynamic talent whose experience and passion center on putting the customer first.
Equal Opportunity Employer
It is our policy to recruit, hire, train, and promote people without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity or expression, disability, or veteran status, except where age, sex, or physical status is a bona fide occupational qualification. View the EEO is the Law poster.
If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact email@example.com for assistance.
Humana Safety and Security
Humana will never ask, nor require a candidate provide money for work equipment and network access during the application process. If you become aware of any instances where you as a candidate are asked to provide information and do not believe it is a legitimate request from Humana or affiliate, please contact firstname.lastname@example.org to validate the request.