Bilingual (Spanish/English) Consumer Service Operations Representative

Location

Altamonte Springs, FL | United States

Job description

Become a part of our caring community and help us put health first

The Consumer Service Operations Representative 3 is responsible for the daily activities across multiple service functions areas. The Consumer Service Operations Representative 3 is located on-site and meets with Humana's members in person, performing administrative / operational / customer support duties requiring independent initiative and judgment. May apply intermediate mathematical skills.

The Consumer Service Operations Representative 3 may perform installation, implementation, client support, client services, client administration, customer service, enrollment and eligibility, claims processing, and call center operations. Investigates and settles claims and customer service issues. Decisions are typically focused on methods, tactics, and processes for completing administrative tasks / projects. Regularly exercises discretion and judgment in prioritizing requests and interpreting and adapting procedures, processes, and techniques. Works under limited guidance utilizing previous experience and breadth / depth of knowledge of administrative processes and organizational operations.

Required Qualifications

• Must be Bilingual (Spanish/English); see Bilingual Testing information below
• Following training, this role will be in office, on-site at Humana's Altamonte Springs, FL Neighborhood Center; must currently live within a 30 – 45 mile radius of Altamonte Springs, FL.
• 1 – 3 years of strong inbound and / or outbound call center or related customer service experience.
• 1 – 3 years strong typing / data entry skills. Must be able to accurately and completely document member needs.
• Excellent verbal, listening, and written communications skills.
• Aptitude for quickly learning and navigating new technology, systems, and applications.
• Proficient in Microsoft Office Outlook and Word.
• Working knowledge of computers, or a demonstrated technical aptitude and an ability to quickly learn new systems.
• Must be passionate about contributing to an organization focused on continuously improving consumer experiences.
• Experience working in a team environment, collaborating with team members to ensure a smooth operation.

Location

• MUST CURRENTLY RESIDE WITHIN A 30 – 45 MILE RADIUS OF ALTAMONTE SPRINGS, FL.

Required Work Schedule

• Virtual (at home) Training will start day one of employment and runs the first 12 weeks with a schedule of either 8:30 am – 5:00 pm EST – OR – 9:00 am – 6:00 pm EST, Monday – Friday.
• Attendance is vital for success, so no time off is allowed during training or within your first 120 days, with the exception of observed (and paid) company holidays.
• Following training, must be available to work on-site from 8:30 am – 5:00 pm EST, Monday – Friday (subject to change based on business needs).
• The initial 120 days of employment as Bilingual Customer Service Operations Representative 3 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 twenty-four (24) months before applying to other Humana opportunities outside the Customer Service Operations team.

Preferred Qualifications

• Associate's or Bachelor's Degree
• Previous healthcare experience
• Clerical support background in a healthcare environment
• Previous health insurance claims experience
• Familiarity with medical terminology and / or ICD-10 codes
• CNA or Medical Assistant background
• Quality background
• Medicare experience
• Intermediate mathematical skills.

Humana offers a variety of benefits to promote the best health and well-being of our employees and their families. We design competitive and flexible packages to give our employees a sense of financial security—both today and in the future, including:

• Health benefits effective day one
• Paid time off, holidays, volunteer time and jury duty pay
• Recognition pay
• 401(k) retirement savings plan with employer match
• Tuition assistance
• Scholarships for eligible dependents
• Parental and caregiver leave
• Employee charity matching program
• Network Resource Groups (NRGs)
• Career development opportunities

Work at Home Guidance (TRAINING PERIOD ONLY)

To ensure Home or Hybrid Home/Office associates' ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office associates must meet the following criteria:

• At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is recommended; wireless, wired cable or DSL connection is suggested.
• Satellite, cellular and microwave connection can be used only if approved by leadership.
• Associates who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense.
• Humana will provide Home or Hybrid Home/Office associates with telephone equipment appropriate to meet the business requirements for their position/job.
• Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.

Bilingual Testing

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.

Additional Information

**PLEASE MAKE SURE YOU ATTACH YOUR RESUME TO YOUR APPLICATION (PDF OR WORD FORMAT)**

Modern Hire Assessment

As part of our hiring process for this opportunity, we will be using a 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.

Identity Protection
Humana values personal identity protection. Please be aware that applicants may be asked to provide their Social Security Number, if it is not already on file. When required, an email will be sent from [email protected] with instructions on how to add the information into your official application on Humana's secure website.

Scheduled Weekly Hours

40

Humana Inc. (NYSE: HUM) is committed to putting health first – for our teammates, our customers and our company. Through our Humana insurance services and CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health – delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare, Medicaid, families, individuals, military service personnel, and communities at large.

Equal Opportunity Employer

It is the policy of  Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. It is also the policy of  Humana to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.

Job tags

Salary