BILINGUAL Inbound Call Center Representative

Become a part of our caring community and help us put health first

BILINGUAL Inbound Call Center Representative

Do you have a desire to work from home? Do you love assisting others when they are in need? Are you looking for valuable experience working for a Fortunate 100 company that focuses on the well-being of their customers? Come be a part of Humana’s Member Calls Organization! Our Call Center Representatives have a passion for assisting people with their healthcare needs; in particular, our Medicaid members, to provide the best solutions and outcomes working in a best-in-class contact center.

As a Bilingual Call Center Representative 2, you will take as many as 75 calls per day from Florida Medicaid customers who have questions about their health benefits. This is a high-volume call center setting which can be stressful at times. In addition, you would also support our Florida Outbound Call Campaign efforts by conducting outreach calls to our members. As their advocate, you will assist them with PCP changes, locating Providers / Specialists, benefit coverages, authorizations, Provider claims inquiries, grievances and appeals, transportation needs, and pharmacy support.

Use your skills to make an impact

Required Qualifications

• Must be Bilingual in Spanish / English with the ability to read, write and speak fluently without limitations or assistance (see Language Proficiency Testing below).
• Must reside in the Eastern or Central Time Zone in any of the specified states.
• Minimum one (1) year customer service experience is required.
• Proficiency with Microsoft Office applications, particularly Outlook and Teams
• Strong technical skills with the ability to work across multiple software systems including email, chats, efficient typing skills, and toggling across multiple databases while engaging with callers.
• Must have excellent interpersonal skills and the ability to organize simultaneous tasks.
• Must meet monthly call, attendance, and performance metrics.

BILINGUAL Inbound Call Center Representative

Training

• This position is scheduled to start on July 22, 2024. Virtual training starts on day one of employment and will run for the first 7 weeks with a schedule of 8:00 AM to 4:30 PM Eastern, Monday – Friday.
• You must be on time, dressed appropriately / camera ready, with your camera on during training and for other meetings required by leadership.
• Attendance is vital for your success; no time off will be allowed during training or within your first sixty (60) days.
• The initial 120 days of employment as a Bilingual Inbound Call Center Representative constitute an appraisal period.  This Appraisal Period is essential to your learning and development, which is why we ask for perfect attendance during both the classroom training and nesting periods.
• This position requires learning many systems, policies, and tools, and it takes time to become proficient in the role. You must be willing to remain in this position for a period of twelve (12) months before applying to other Humana opportunities.

Work Hours Following 7 Week Training Period

• Following training, associates are required to have flexibility to work an 8-hour shift between the hours of 7:45 AM – 8:00 PM Eastern time, Monday – Friday. Early shifts are not a guarantee, so it is important to have availability any time during this timeframe.
• Some overtime may be required, based on business needs.

Preferred Qualifications

BILINGUAL Inbound Call Center Representative

• Associate or Bachelor’s Degree
• Previous Inbound and / or Outbound call center or related customer service experience
• Prior healthcare experience

Work at Home Guidance

BILINGUAL Inbound Call Center Representative

To ensure Home or Hybrid Home/Office associates’ ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office associates must meet the following criteria:

• At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is recommended; wireless, wired cable or DSL connection is suggested.
• Satellite, cellular and microwave connection can be used only if approved by leadership.
• Associates who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense.
• Humana will provide Home or Hybrid Home/Office associates with telephone equipment appropriate to meet the business requirements for their position/job.

BILINGUAL Inbound Call Center Representative

• Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.