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Customer Care Specialist

2 months ago

Tampa, Florida, United States CenterWell Home Health Full time
Become an integral part of our compassionate community dedicated to prioritizing health
Are you passionate about providing assistance to individuals in need? Are you seeking meaningful experience with a leading company that emphasizes the well-being of both clients and employees? If you enjoy delivering customer support via phone, this remote position may be ideal for you. The Inbound Contacts Representative serves as the face of the organization and our CarePlus team by responding to incoming calls, digital messages, or written inquiries from our members.

The Inbound Contacts Representative functions as a versatile customer service agent for our CarePlus members, offering friendly and thorough assistance for a variety of concerns, from ordering durable medical equipment to handling grievances and appeals. Key responsibilities include:
  • Documenting the specifics of inquiries, comments, complaints, transactions, or interactions and taking appropriate action.
  • Elevating unresolved and pending customer service issues.
  • Carrying out other relevant tasks deemed necessary to meet departmental and organizational objectives.
  • Meeting monthly call, attendance, and performance standards.
  • Expecting to handle between 20 to 35 inbound calls daily, with an emphasis on high-quality service and one-call resolution.
  • This role is situated in a high-volume call center environment, which can be demanding at times. While all representatives will receive inbound calls, you may also need to make outbound calls to healthcare providers, DME suppliers, pharmacies, or other entities to assist our CarePlus members.

Success in this position requires the following skills:

  • Strong emotional intelligence and empathy to proactively provide solutions and ensure members' health and safety.
  • Excellent interpersonal skills along with strong verbal and written communication abilities.
  • Proven capability to take initiative, manage multiple tasks, and adapt swiftly to change.
  • Ability to maintain a professional demeanor and uphold confidentiality with sensitive information.

Utilize your skills to create a positive impact

Required Qualifications

  • A minimum of two (2) years of customer service experience is essential.
  • Strong technical proficiency and efficient typing skills, with the ability to navigate multiple software systems including email and chat while switching between various databases and engaging with callers.
  • Proficiency in Microsoft Office applications, particularly Outlook and Teams.
  • Availability to work any assigned 8-hour shift during standard call center hours.

Preferred Qualifications

  • Associate or bachelor's degree
  • Experience and/or background in case management processes
  • Experience in a call center environment
  • Healthcare-related experience

Remote Work Requirements

To ensure effective remote work capabilities, self-provided internet service must meet the following criteria:

  • A minimum download speed of 25 Mbps and an upload speed of 10 Mbps is recommended; a wired cable or DSL connection is preferred.
  • Satellite, cellular, and microwave connections may only be used if approved by management.
  • Humana will provide remote employees with the necessary telephone equipment to meet business requirements.
  • Employees must work from a dedicated space free from ongoing interruptions to protect member PHI / HIPAA information.

Training

  • This position includes virtual training that will run for the first six weeks.
  • Flexibility to attend training during any 8-hour shift is required.
  • Attendance is crucial for success; no time off will be permitted during training or within the initial appraisal period, except for company-observed holidays.
  • After the appraisal period, time off may be requested based on business needs.

Interview Process

The hiring process for this opportunity will utilize technology to enhance our decision-making ability. Candidates will be required to complete various assessments and interviews as part of the selection process.

Scheduled Weekly Hours

40

Pay Range

The compensation range reflects a good faith estimate of starting base pay for full-time employment. The pay range may vary based on geographic location and individual qualifications.

Description of Benefits

Humana, Inc. offers competitive benefits that support overall well-being, including medical, dental, and vision coverage, a 401(k) retirement savings plan, paid time off, and various other opportunities.
About Us
CarePlus Health Plans is a recognized leader in healthcare delivery, dedicated to helping individuals achieve their best possible health through Medicare Advantage health plans. As a subsidiary of Humana, CarePlus serves Medicare beneficiaries throughout multiple counties. Humana Inc. is committed to prioritizing health for our teammates and customers, making it easier for individuals to achieve their best health through our services.

Equal Opportunity Employer

Humana is committed to a policy of equal employment opportunity, ensuring that all employment decisions are based on valid job requirements.