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Bilingual Inbound Call Center Representative job in Bethesda at Humana

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Bilingual Inbound Call Center Representative at Humana

Bilingual Inbound Call Center Representative

Humana Bethesda, MD Full-Time

Humana is continuing to grow nationwide! We have several new Bilingual Inbound Contact Representatives openings that will have the pleasure of taking inbound calls from our Medicaid Members and provide excellent service and support. These roles will be 100% work at home. These are amazing opportunities to join a Fortune 100 company that continuous to expand and grow!!

A Bilingual Inbound Contacts Representative 2 represents Humana by addressing incoming telephone, digital, chat, text, or written inquiries from Humana Medicaid members. These front-line member advocates strive to provide the member a resolution *or* pathway to a resolution on each call, while still upholding our Perfect Experience Principles. These simple principles are foundational in everything we do; these apply not only to the people we serve, but to our internal teammates, as well.

* Know Me

* Show Me You Care

* Make It Easy

* Help Me


**_Overview of Job Duties / Functions:_**

The Bilingual Inbound Contact Representative 2 performs varied activities and moderately complex administrative, operational, and customer support assignments; inputting detailed data in various systems while typically working on semi-routine assignments and phone calls.

The Bilingual Inbound Contact Representative 2 addresses member needs which may include complex benefit questions, resolving issues, educating members, and delivering best-in-class member experiences.

+ Handles 40-50 inbound calls daily from members in a fast-paced inbound call center environment and, at times, back-to-back phone calls.

+ Documents accurate details of inquiries, comments or complaints, transactions or interactions and records all actions taken in accordance to the request or questions being asked.

+ Escalates unresolved and pending member grievances and appeals. Decisions are typically focused on detailed processes and area/department policies 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.

+ Participates in daily team chats, accesses a knowledge-based database (Mentor) on every call, and reads emails daily to stay on top of alerts, trainings, and all Medicaid updates/changes.


**Required Work Schedule:**

+ **Virtual Training will start day one of employment and run the first 8 weeks with a schedule of 8:00 am - 4:30 pm EST, Monday - Friday. Attendance is vital for success, so no time off is allowed during training or within your first 60 days.**

+ **Following training, must be available to work 11:30 am - 8:00 pm EST, Monday - Friday (subject to change based on business needs). Some weekends and overtime may be required based on business needs.**

**Required Qualifications:**

**_What you need for success!_**

+ **Minimum 1 year of customer service experience**

+ **Bilingual in English and Spanish (potential increase in hourly rate for bilingual skills; see Additional Information below)**

+ Demonstrated experience with providing exceptional 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.

+ Accurate and complete documentation of member needs, inquiries, or questions during calls within multiple systems.

**Preferred Qualifications:**

**_What you need to STAND OUT among the crowd!_**

+ Associate's or Bachelor's Degree

+ Prior inbound call center or related customer service experience

+ ***Residency within the Central or Eastern Time Zones in any of the specified states***

+ Prior healthcare experience

+ Proficiency with Microsoft Office applications, particularly Outlook and MS Teams

**Additional Information**

_Please be advised, any Humana associate who speaks with a member in a language other than English must take a language proficiency assessment, provided by an outside vendor, to ensure competency. Applicants will be required to take the Interagency Language Rating (ILR) test as provided by the Federal Government. Candidates must be tested in ALL languages listed on the description._

**Work at Home Requirements**

+ Must have the ability to provide a high speed DSL or cable modem for a home office (satellite and wireless internet service is NOT allowed for this role). Associates or contractors who live and work from home in the state of California will be provided payment for their internet expense.

+ A minimum standard speed for optimal performance of 25x10 (25mpbs download x 10mpbs upload) is required.

+ A dedicated space conducive to learning and keeping protected health information (PHI / HIPAA) of our members confidential. Your designated work location must be located away from other household distractions, including but not limited to ensuring that alternate caregiving arrangements are made for dependents or other members in the household.

**Covid-19 Vaccine Policy**

Humana and its subsidiaries require vaccinated associates who work outside of their home to submit proof of vaccination, including COVID-19 boosters. Associates who remain unvaccinated must either undergo weekly negative COVID testing OR wear a mask at all times while in a Humana facility or while working in the field. Every associate and contractor who work inside a Humana facility or in the field, regardless of vaccination status, must complete a daily health screening questionnaire.

**Additional Information**

As part of our hiring process for this opportunity, we will be using an exciting interviewing technology called Modern Hire to enhance our hiring and decision-making ability. Modern Hire allows us to quickly connect and gain valuable information from you pertaining to your relevant skills and experience at a time that is best for your schedule. If you are selected for a first round interview, you will receive an email correspondence (please be sure to check your spam or junk folders often to ensure communication isn't missed) inviting you to participate in a Modern Hire interview. In this interview, you will listen to a set of interview questions over your phone and you will provide recorded responses to each question. You should anticipate this interview to take about 15 to 30 minutes. Your recorded interview will be reviewed and you will subsequently be informed if you will be moving forward to next round of interviews.


**Scheduled Weekly Hours**


Humana complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, gender identity or religion. We also provide free language interpreter services. See our [ Link removed ] - Click here to apply to Bilingual Inbound Call Center Representative

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