Inbound Contacts Representative

Job Description:

Inbound Contacts Representative

The 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.

Location: Work at home in FL, IN, OH, TN, AZ, MO, NM, NC

Schedule: Not determined yet, must be flexible to work any shift Monday through Saturday between 8AM and 11PM EST. You will work (5) 8 hour shifts.

The 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.

In our CenterWell Specialty Pharmacy (CWSPC) department, we operate as an inbound call center dedicated to managing specialty medication needs for our members. Our primary responsibilities include scheduling the delivery of specialty medications directly to members' homes or their designated medical office (MDO). In addition, we address various benefits-related inquiries from our members, ensuring they have comprehensive information and support. Collaborating with multiple departments, we aim to provide seamless and efficient assistance to our members. The role also requires adept skills in de-escalating calls, ensuring that every member interaction is handled with the utmost care and professionalism.

Use your skills to make an impact

Required Qualifications

• 2 years of customer service experience
• Must live in one of the following states: FL, IN, OH, TN, TX, MO, AZ, NM, NC
• Strong customer service orientation
• Strong attention to detail
• Strong typing and computer navigation skills
• Ability to manage multiple or competing priorities, including use of multiple computer applications simultaneously
• Effective verbal and listening communication skills
• Must be passionate about contributing to an organization focused on continuously improving consumer experiences

Preferred Qualifications

• Associate's or Bachelor's Degree
• Previous Specialty Pharmacy experience
• Previous inbound call center or related customer service experience
• Healthcare experience
• Fluency in Spanish

Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.

Scheduled Weekly Hours

40

Pay Range

$38,000 - $45,800 per year

Description of Benefits

Humana, Inc. and its affiliated subsidiaries (collectively, “Humana”) offers competitive benefits that support whole-person well-being...

About us

About CenterWell Pharmacy: CenterWell Pharmacy provides convenient, safe, reliable pharmacy services and is committed to excellence and quality...