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Employer Sponsored Job (Free to apply to)
Humana Inc. Job Title
Bilingual (English/Spanish) Consumer Service Operations Representative 3- Tidewater, VA

Company
Humana Inc.

Job Description
Description

Humana is looking for associates dedicated to service, and who believe in following the golden rule: treat others the way you want to be treated. Humana was founded on this basic premise of how people should be treated, and this value is very much alive in our expectations for providing our customers with perfect service today. At Humana, Perfect Service means getting the basics done right, delivering value and quality, providing guidance on their needs, and actively engaging with our members. Our associates engage with members through every step of their road to wellness; whether it’s through direct interaction or their efforts behind the scenes. Humana associates provide Perfect Service every day to our members, employers, providers and colleagues. As a member of our service organization you will respond directly to questions and provide guidance on transactions, inquires, or complaints from consumers. Humana is looking for people who improve their own well-being by taking care of others.

Responsibilities

Be a part of Consumer Service Operations – provide perfect service and guidance to members.

The Consumer Service Operations Representative 3 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 methods, tactics and processes for completing administrative tasks/projects. Regularly exercises discretion and judgment in prioritizing requests and interpreting and adapting procedures, processes and techniques, and works under limited guidance due to previous experience/breadth and depth of knowledge of administrative processes and organizational knowledge..

Receive, document and resolve customer inquiries by using established best practices

Build lasting relationships with Humana’s customers

Educate customers and providers about Humana’s products and services over the telephone and through face-to-face briefings

Assignment: Jencare Medical Centers

Required Qualifications

High School diploma or equivalent

Must be bilingual in English and Spanish with the ability to read, write and speak without limitations or assistance

Intermediate in Microsoft Office Programs, including Word and Excel

Minimum of 1 year previous experience working in a customer service environment

Enthusiastic self-starter, able to succeed with minimal remote supervision or direct managerial oversight

Problem solver with ability to engage with others collaboratively

Aptitude for quickly learning and navigating new technology, systems and applications

Working knowledge of computers, or a demonstrated technical aptitude and an ability to quickly learn new systems

Strong organization, analytical and decision making skills

Excellent verbal, written and listening communication skills

Flexible in driving to/from provider center location (1 center per day in rotation plan) This is not a WAH position

Preferred Qualifications

Associate's or Bachelor's Degree

Previous healthcare experience

Clerical support background in a healthcare environment

Familiarity with medical terminology and/or ICD-10 codes

CNA or Medical Assistant background

2 years of leadership, escalated calls, team lead or related experience

Quality background

Medicare experience

Additional Information

The hours for this position are M-F 8:30-5:00

Must remain in role for 24 months

Valid driver’s license and proof of insurance

Mileage reimbursement is available for traveling purposes (up to company discretion and policy)

Relocation assistance is also available (up to company discretion/policy)

Any Humana associate who speaks with a member in a language other than English must take a language proficiency assessment, provided by an outside vendor, to ensure competency. Applicants will be required to take the Interagency Language Rating (ILR) test as provided by the Federal Government.

This role is considered patient facing and is a part of Humana's Tuberculosis (TB) screening program. If selected for this role, you will be required to be screened for TB.

Scheduled Weekly Hours

40

About Us

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 mailboxtasrecruit@humana.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 mailboxtasrecruit@humana.com to validate the request.


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Location
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