Bilingual Call Center Representative

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Humana

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1961

⚕️ Healthcare Insurance

Healthcare Insurance

Humana is a healthcare company dedicated to making a positive impact on the health of individuals, communities, and the healthcare system as a whole. With a focus on putting health first, Humana serves a diverse range of populations, including seniors and the military, providing Medicare Advantage HMO, PPO, and PFFS plans. Humana is committed to fostering a culture of belonging and mutual respect, offering competitive and flexible benefits to ensure the financial security of its employees and their families. The company prides itself on creating an inclusive workplace where everyone has the opportunity to succeed.

📋 Description

• Address incoming telephone, digital, or written inquiries from Medicare members • Provide a resolution or pathway to resolution on each call, while providing a perfect call experience • Handle 20 to 35 inbound calls daily from Medicare members with a focus on high-quality service and one-call resolution • Accurately record details of inquiries, comments or complaints, transactions, or interactions, and take appropriate action accordingly • Escalate unresolved and pending customer grievances • Work under minimal direction within defined parameters to identify work expectations and quality standards with some latitude over prioritization / timing • Follow standard policies / practices that allow for some opportunity for interpretation / deviation and / or independent discretion • Requires strong emotional intelligence to proactively provide solutions, ensuring the member's utmost health and safety

🎯 Requirements

• Must currently live in the Commonwealth of Puerto Rico • Fully Bilingual in English / Spanish, with the ability to speak, read, and write in both languages without limitations or assistance • 1+ years of customer service experience • Demonstrated experience with providing strong customer service, using effective communications skills and strong attention to detail while also actively listening to their needs • Prior experience managing multiple or competing priorities, including use of multiple computer applications / systems simultaneously • Proficient with Microsoft Office applications, particularly Outlook and Teams • Ability to maintain a professional demeanor, practicing strict confidentiality for all sensitive information • Take strong initiative with the ability to adapt to change quickly and be empathetic

🏖️ Benefits

• Medical, dental and vision benefits • 401(k) retirement savings plan • Paid time off • Company and personal holidays • Volunteer time off • Paid parental and caregiver leave • Short-term and long-term disability • Life insurance • Other opportunities