Humana Medicare Membership Retention Specialist-Detroit MI

Profile

Description

The Consumer Service Operations Representative 3 is responsible for the daily activities across multiple service functions area, including but not limited to mobile touch point locations in the various markets. The Consumer Service Operations Representative 3 performs advanced administrative/operational/customer support duties that require independent initiative and judgment

Responsibilities

Where you Come In

The Consumer Service Representative 3 will work alongside a Sales Manager in a specific market by making outbound calls and proactively managing potential member dissatisfaction. Representatives must document and track all interactions based upon CMS guidelines, participate in interdepartmental discussions and planning and assist the Enterprise Test and Learn Committee in measuring retention impact. The focus areas for membership retention are:


Dual-SNP member
Newly enrolled with Humana
Broker/telesales/online enrollment, or an orphaned member


What Humana Offers

We are fortunate to offer a remote opportunity for this job. Our Fortune 100 Company values associate engagement & your well-being. We also provide excellent professional development & continued education.

Required Qualifications - What it takes to Succeed


Minimum of 2 years of customer service experience, including typing/data entry
Previous inbound and/or outbound call center or related customer service experience
Proficient in Microsoft Office Outlook and Word
Ability to be on-site & in person in the Detroit area - this is not totally a virtual/remote position. Must have flexibility to travel to other areas within Detroit to different Humana RV sites as well as the Humana office located in Detroit on Fenkell Street.
This is a Monday-Friday, 8:30am-5:00pm position
Excellent verbal, listening and written communication skills
Aptitude for quickly learning and navigating new technology, systems and applications
Must be passionate about contributing to an organization focused on continuously improving consumer experiences


Preferred Qualifications


High School Diploma, GED or job related certification
Associate's or Bachelor's Degree
Bilingual in English and either Spanish or Arabic
Previous healthcare experience
2 years of leadership, escalated calls, team lead or similar experience
Clerical support background in a healthcare environment
Familiarity with medical terminology
Medicare experience


Additional Information - How we Value You


Benefits starting day 1 of employment
Competitive 401k match
Generous Paid Time Off accrual
Tuition Reimbursement
Parent Leave
Go365 perks for well-being


Must have a separate room with a locked door that can be used as a home office to ensure you have absolute and continuous privacy while you work.

Must have accessibility to high speed DSL or cable modem for a home office (Satellite internet service is NOT allowed for this role); and recommended speed for optimal performance from Humana systems is 10M x 1M

Interview Format

As part of our hiring process, we will be using an exciting interviewing technology provided by Modern Hire, a third-party vendor. This technology provides our team of recruiters and hiring managers an enhanced method for decision-making.

If you are selected to move forward from your application prescreen, you will receive correspondence inviting you to participate in a pre-recorded Voice Interview and/or an SMS Text Messaging interview. If participating in a pre-recorded interview, you will respond to a set of interview questions via your phone. You should anticipate this interview to take approximately 10-15 minutes.

If participating in a SMS Text interview, you will be asked a series of questions to which you will be using your cell phone or computer to answer the questions provided. Expect this type of interview to last anywhere from 5-10 minutes. Your recorded interview(s) via text and/or pre-recorded voice will be reviewed and you will subsequently be informed if you will be moving forward to next round of interviews.

In order to support the CDC recommendations on social distancing and reduce health risks for associates, members and public health, Humana is deploying virtual and video technologies for all hiring activities. This position may be subject to temporary work at home requirements for an indefinite period of time. These requirements include access to a personal computing device with a camera, a minimum internet connection speed of 10m x 1m, and a dedicated secure home workspace for interview or work purposes. Humana continues to monitor the situation, and will adjust service levels as the coronavirus situation evolves. The following changes are temporary and will be evaluated frequently with the goal of returning to normal operations as soon as possible. Your Talent Acquisition representative will advise on the latest recommendations to protect your health and wellbeing during the hiring process.

#ThriveTogether #WorkAtHome

Scheduled Weekly Hours

40

Company info

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