Urgently Hiring: Bilingual FL Medicaid Call Center Representative - Delivering Exceptional Customer Service Experience in a Dynamic and Supportive Environment

Introduction to Humana and Our Mission

At Humana, we are dedicated to putting health first for our teammates, customers, and the company as a whole. As a leading healthcare organization, we strive to make a positive impact on the lives of millions of people, providing them with the care and services they need to achieve their best health. Our commitment to delivering exceptional customer service, combined with our passion for innovation and excellence, has earned us a reputation as a trusted and reliable partner in the healthcare industry.

Job Overview

We are seeking a highly skilled and compassionate Bilingual FL Medicaid Call Center Representative to join our team. As a key member of our Member Calls Organization, you will play a vital role in providing top-notch support to our Medicaid members, addressing their questions and concerns, and ensuring they receive the best possible solutions and outcomes. This is a 100% remote position, offering you the flexibility to work from the comfort of your own home and enjoy a better work-life balance.

Key Responsibilities

• Provide exceptional customer service to Medicaid members, responding to their inquiries and resolving their issues in a timely and professional manner
• Handle a high volume of calls, up to 75 per day, and support our Medicaid Outbound Call Campaign efforts by conducting outreach calls to members
• Assist members with a range of topics, including PCP changes, locating providers and specialists, benefit coverages, authorizations, provider claims inquiries, grievances and appeals, transportation needs, and pharmacy support
• Utilize your technical skills to navigate multiple software systems, including email, chats, and databases, while engaging with callers and providing personalized support
• Meet monthly call, attendance, and performance metrics, and participate in ongoing training and development to enhance your skills and knowledge

Requirements and Qualifications

To be successful in this role, you will need to possess a unique blend of skills, experience, and personal qualities. These include:

• Minimum one year of customer service experience, preferably in a call center or healthcare environment
• Proficiency in Microsoft Office applications, particularly Outlook and Teams
• Strong technical skills, with the ability to work across multiple software systems and navigate complex databases
• Excellent interpersonal and communication skills, with the ability to build rapport with members and provide empathetic support
• Ability to work in a fast-paced environment, prioritize tasks, and manage multiple responsibilities simultaneously
• Must be bilingual in Spanish, with the ability to pass a language proficiency assessment (ILR test)
• Must reside in the Eastern or Central Time Zone, in one of the specified states

Preferred Qualifications

• Associate or Bachelor's degree in a related field, such as healthcare administration or customer service
• Previous experience in an inbound or outbound call center, or related customer service role
• Prior healthcare experience, with knowledge of Medicaid programs and policies

Training and Development

We are committed to providing our employees with the training and development they need to succeed in their roles. As a new hire, you will participate in an 8-week virtual training program, which will equip you with the knowledge and skills required to excel as a Call Center Representative. This training will be conducted Monday through Friday, from 8:00 AM to 4:30 PM Eastern time, and you will be expected to attend all sessions and participate fully.

Work Hours and Schedule

Following the completion of your training, you will be required to work an 8-hour shift between the hours of 7:45 AM and 8:00 PM Eastern time, Monday through Friday. You may be required to work overtime, based on business needs, and you will need to be flexible and adaptable in your scheduling.

Compensation and Benefits

We offer a competitive salary range of $34,500 to $47,400 per year, depending on your experience and qualifications. In addition to your base salary, you will be eligible for a range of benefits, including medical, dental, and vision coverage, a 401(k) retirement savings plan, and paid time off. We also offer opportunities for professional development and growth, as well as a supportive and inclusive work environment that values diversity and promotes well-being.

Work from Home Guidance

To ensure your success in this role, you will need to have a dedicated workspace that is free from distractions and interruptions. You will also need to have a reliable internet connection, with a minimum download speed of 25 Mbps and an upload speed of 10 Mbps. We will provide you with the necessary equipment and technology to perform your job duties, and you will be expected to maintain the confidentiality and security of member information, in accordance with our policies and procedures.

Conclusion

If you are a motivated and compassionate individual, with a passion for delivering exceptional customer service, we encourage you to apply for this exciting opportunity. As a Bilingual FL Medicaid Call Center Representative, you will play a vital role in supporting our Medicaid members and helping them achieve their best health. Don't miss out on this chance to join our team and make a positive impact on the lives of others. Apply now and take the first step towards a rewarding and challenging career with Humana.

How to Apply

To apply for this position, please submit your resume and cover letter, outlining your experience, skills, and qualifications. You will also be required to complete a series of assessments and interviews, as part of our hiring process. We look forward to hearing from you and exploring how you can contribute to our team's success.

Apply Now