Inbound Contacts Representative 2 Kentucky Group Medicare

Louisville, Kentucky

Posted in Insurance
9 days ago

Job Info


The 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.

The ideal candidate approaches their work with integrity and excellence and strives to make customers happy through every interaction.


Where you Come In
The 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 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.


Required Qualifications

  • 2+ years of customer service experience - this is a call center role
  • Strong computer skills utilizing multiple computer applications simultaneously (Microsoft Office - Outlook, Word, Excel)
  • Ability to maintain a professional demeanor, practicing strict confidentiality for all sensitive information
  • Strong initiative with the ability to adapt to change quickly and be empathetic
  • Must be passionate about contributing to an organization focused on continuously improving consumer experiences
  • This is a work-at-home opportunity. Must have residence located within a 50-mile radius of Louisville Waterside Building (101 E. Main Street, Louisville, KY 40202) to be considered
  • If residence is within a 50-mile radius of a Humana Waterside Building (see address above), you may be asked to occasionally report to that office for meetings, business functions, etc. once CDC restrictions have been lifted.
  • Hours of operation range from 7:45 AM to 7:00 PM EST (Monday - Friday). Overtime is generally voluntary but may be mandatory based on business needs, this may include holidays.We strive to provide a minimum of a week advance notice if you need to work OT hours.
Work-At-Home Requirements
  • Must ensure designated work area is free from distractions during 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
Preferred Qualifications
  • Associates or Bachelor's Degree
  • Call center experience
  • Healthcare experience
  • Bilingual in English and Spanish -- ability to read, write and speak both languages without limitation or assistance
Additional Information
  • This position will have virtual training. Please note that the training hours are typically 8:00 AM to 4:30 PM EST.
  • Training is the first 9 weeks following start. Attendance is vital for your success.
Scheduled Weekly Hours


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