Job Functions:
Conduct outbound calls to members to promote and schedule virtual appointments.
Effectively communicate the benefits of scheduling virtual appointments and how they can enhance members' healthcare experience.
Utilize persuasive techniques to encourage members to agree to schedule an appointment.
Address any questions or concerns members may have regarding virtual services, providing accurate information and support.
Maintain detailed records of each call, including member responses and scheduled appointments, in the customer relationship management (CRM) system.
Performs follow up with members, outside entities and/or providers. Ensures responses to member and/or provider inquiries are completed on a timely basis to achieve service and quality
Collaborate with team members and supervisors to achieve weekly and monthly scheduling targets.
Stay informed about healthcare services and offerings to provide up-to-date information to members.
Adhere to all compliance and regulatory requirements when handling member information.
Required Qualifications
2 year plus previous experience in a call center or customer service role
Minimum of 3 years’ experience in a sales or customer service role, where persuasive communication was essential to achieving targets.
Ability to manage multiple or competing priorities, including use of multiple computer applications simultaneously
Ability to build rapport and establish trust with members over the phone.
Strong verbal communication and active listening skills including knowledge of medical terminology
Strong typing and computer navigation skills
Excellent organizational and time-management skills.
Goal-oriented with a proven track record of meeting performance targets.
Ability to work independently and as part of a team in a fast-paced environment.
Preferred Qualifications
Familiarity with healthcare services and virtual appointment scheduling.
Experience with Electronic Medical Records.
Previous experience interacting with the senior population.
Bilingual in English/Spanish with the ability to speak, read and write in both languages without limitations and assistance
Scheduled Weekly Hours: 40
Alert
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 Humana@myworkday.com with instructions on how to add the information into your official application on Humana’s secure website.
Interview Format – HireVue
As part of our hiring process for this opportunity, we will be using an interviewing technology called HireVue to enhance our hiring and decision-making ability. HireVue 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.
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 recommended; wireless, wired cable or DSL connection is suggested.
Satellite, cellular and microwave connection can be used only if approved by leadership.
Employees 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 employees 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.
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Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.Scheduled Weekly Hours
40Pay Range
The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.
Description of Benefits
Humana, Inc. and its affiliated subsidiaries (collectively, “Humana”) offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.
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 protected veteran status. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with 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.