Employer Sponsored Job (Free to apply to)
Bilingual (English/Spanish) Consumer Service Operations Representative 3- Tidewater, VA
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.
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
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
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
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
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 firstname.lastname@example.org for assistance.
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