The Pharmacy Customer Care Advocate ( Inbound Contacts Representative 1) represents the company by addressing incoming telephone, digital, or written inquiries. The Inbound Contacts Representative 1 performs basic administrative/clerical/operational/customer support/computational tasks. Typically works on routine and patterned assignments.
The Pharmacy Customer Care Advocate (Inbound Contacts Representative 1) 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.
The ideal candidate approaches their work with integrity and excellence and strives to make members happy by the end of every call.
Benefits and Perks of this opportunity
+ Competitive compensation with base salary and bonus eligibility
+ Extensive training - at least 7 weeks
+ A chance to develop well-rounded and competitive skills
+ Robust Benefits as a full-time employee including health, dental, vision, tuition assistance, 401(k) and more. Effective first day - no waiting period!
+ 23 days of Paid Time Off (accrued bi-weekly)
+ Profession development opportunities including career advancement and mobility, virtual learning platforms, networking opportunities through our network resource groups, mentoring programs and more!
+ Great location with onsite cafeteria!
+ High school diploma or equivalent
+ 2+ year of customer service experience
+ Strong computer skills and the ability to utilize multiple computer applications simultaneously
+ Ability to maintain a professional demeanor - practicing strict confidentiality for all sensitive information
+ Strong initiative with the ability to quickly adapt to change and be empathetic
+ Must be passionate about contributing to an organization focused on continuously improving consumer experiences
+ The ability and willingness to work a regular 8-hour shift between the hours of 8:00 AM to 8:00 PM, Monday through Friday, with the flexibility to work weekends and/or overtime based on business need
+ The flexibility to train 8:00 AM - 4:30 PM Monday through Friday
+ Associate or Bachelor degree
+ Call Center experience
+ Healthcare experience
+ Bilingual in English and Spanish - ability to read write and speak both languages without limitation or assistance
+ The hours of operation for the call center are 8:00 AM to 8:00 PM. Please note that the training hours are 8:00 AM to 4:30 PM. Overtime is generally voluntary but may be mandatory based on business needs. We strive to give at least 48 hours of advanced notice if overtime is required.
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.
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