**Description** The Inbound Contacts Representative 2 represents the company by addressing incoming telephone, digital, or written inquiries. The Inbound Contacts Representative 2 performs varied activities and moderately complex administrative/operational/customer support assignments. Performs computations. Typically works on semi-routine assignments. **Responsibilities** The Inbound Contacts Representative 2 addresses provider needs which may include complex benefit questions, resolving issues, and educating providers. **Role Responsibilities** + Records details of inquiries, comments or complaints, transactions or interactions and takes action in accordance to it. + Complex benefit and claims questions + Escalates unresolved and pending provider issues. + Decisions are typically focus on interpretation of area/department policy and methods for completing assignments. + Works within defined parameters to identify work expectations and quality standards, but has some latitude over prioritization/timing, and works under minimal direction. + Follows standard policies/practices that allow for some opportunity for interpretation/deviation and/or independent discretion. **Required Qualifications** + High School Diploma or equivalent + 1 year minimum of inbound call center experience + Strong customer service orientation + Strong attention to detail + Strong typing and computer navigation skills + Capacity to multi-task, including use of multiple computer applications simultaneously + Effective verbal and listening communication skills + This role will report to the Tampa, FL office (see Additional Information below) + Must be available to work Monday through Friday 8:30 AM - 5:00 PM and flexibility is needed to fit the needs of the business and providers **Work at Home Requirements until assigned to the office** + Must have a separate room with a locked door that can be used as a home office, to ensure you and your patients have absolute and continuous privacy while you work. + Must have accessibility to high speed DSL or Cable modem for a home office (No Satellite). **Preferred Qualifications** + Associate's or Bachelor's Degree + Healthcare experience + Benefit and claims knowledge **Additional Information** In order to support the CDC recommendations on social distancing and reduce health risks for associates, members and public health, Humana is deploying virtual and video technologies for all hiring activities. This position may be subject to temporary work at home requirements for an indefinite period of time. These requirements include access to a personal computing device with a camera, a minimum internet connection speed of 10m x 1m, and a dedicated secure home workspace for interview or work purposes. Humana continues to monitor the situation, and will adjust service levels as the coronavirus situation evolves. The following changes are temporary and will be evaluated frequently with the goal of returning to normal operations as soon as possible. Your Talent Acquisition representative will advise on the latest recommendations to protect your health and wellbeing during the hiring process. #ThriveTogether #WorkAtHome **Interview Process** As part of our hiring process, we will be using an exciting interviewing technology provided by Modern Hire, a third-party vendor. This technology provides our team of recruiters and hiring managers an enhanced method for decision-making. If you are selected to move forward from your application prescreen, you will receive correspondence inviting you to participate in a pre-recorded Voice Interview and/or an SMS Text Messaging interview. If participating in a pre-recorded interview, you will respond to a set of interview questions via your phone. You should anticipate this interview to take approximately 10-15 minutes. If participating in a SMS Text interview, you will be asked a series of questions to which you will be using your cell phone to answer the questions provided. Expect this type of interview to last anywhere from 5-10 minutes. Your recorded interview(s) via text and/or pre-recorded voice will be reviewed and you will subsequently be informed if you will be moving forward to next round of interviews. **Scheduled Weekly Hours** 40 <>
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