Louisiana Medicaid Inbound Contact Representative
Become a part of our caring community
The Inbound Contacts Representative 2 for Louisiana Medicaid represents the company by addressing incoming telephone, digital, or written inquiries while also conducting outbound calling campaigns to assist our members. The Inbound Contacts Representative 2 performs varied activities and moderately complex administrative/operational/customer support assignments. Performs computations and typically works on semi-routine assignments. We strive to provide a First Call Resolution experience for our members.
The Inbound Contacts Representative 2 addresses customer needs which may include complex benefit questions, resolving issues, and educating members while also conducting outbound calling campaigns to assist our members . Records details of inquiries, comments or complaints, transactions or interactions and takes action in accordance to it. Escalates unresolved and pending customer grievances. 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.
Use your skills to make an impact
Location: MUST CURRENTLY RESIDE IN THE STATE OF LOUISIANA
Required Qualifications
- Minimum 2 years of customer service experience
- Must be available to work any shift between the hours of 6:45 am – 7:00 pm CST (M-F), some weekends and overtime required based on company needs
- Demonstrated experience with providing strong customer service and attention to details while listening on calls
- Prior experience managing multiple or competing priorities, including use of multiple computer applications simultaneously
- Prior experience effectively communicating with customers verbally and listening to their needs
- Must be able to accurately and completely document member needs, inquiries, or questions during calls within multiple systems.
Preferred Qualifications
- Prior call center experience
- Prior Healthcare experience
Required Work Schedule:
- Class is scheduled to start October 12. Virtual Training will start day one of employment and runs the first 7-8 weeks with a schedule of 8:00 am – 4:30 pm CST, Monday - Friday.
- Attendance is vital for success, so no time off is allowed during training or within your first 180 days, with the exception of observed (and paid) company holidays.
- Following training, must be available to work any 8-hour shift between the hours 6:45 am - 7:00 pm CST, Monday – Friday (subject to change based on business needs).
- The initial 180 days of employment as a Louisiana Medicaid Contact Representative 2 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 outside the Louisiana Medicaid Contact Center Team.
Work at Home Requirements: To ensure Home or Hybrid Home/Office employees’ ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria: At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested. In certain roles, the minimum recommended internet speed required by Humana may not be sufficient for business needs. Humana reserves the right to require associates to upgrade their internet service if necessary. Work from a dedicated space lacking ongoing interruption