NC Provider Inbound Calls Lead Rep 4 - Charlotte NC

Profile

Description

Humana is excited to announce the expansion of the Humana contact center in Charlotte, NC! Humana has been awarded a contract to support the North Carolina Medicaid population with its statewide Medicaid program, and we need amazing individuals to join Humana in supporting our expanding location.

The Humana contact center in Charlotte is located near WWT Harris Blvd and Mallard Creek Rd. These new positions will work in the North Carolina market office and contact center location at 8520 Cliff Cameron Dr. Charlotte, NC 28269 immediately. Humana is looking to have the entire team ready to support our Louisiana Medicaid business starting early August.

The Inbound Contacts Representative Lead assist the supervisor in the day-to-day operations of the team supporting NC Medicaid. They represents the company by addressing incoming telephone, digital, or written inquiries. The Inbound Contacts Representative 4 assumes ownership and leads advanced and highly specialized administrative/operational/customer support duties that require independent initiative and judgment.

Responsibilities

Where you come in:


Assist with leading the team that take 30-45 calls per day from Medicaid providers who have questions about Humana products.
Decisions are regarding the daily priorities for the team including coordinating work activities and monitoring progress of the operations, and often oversees work of others and is the primary administrative owner of the team.
This position is full-time (40 hours/week) Monday - Friday. Employees are required to have flexibility to work an 8-hour shift anytime from 7:45 am-6:00 pm EST. It may be necessary, given the business need, to work occasional overtime and weekends.


COME GROW WITH HUMANA! BENEFITS START ON DAY ONE - STELLAR 401K MATCH - PAID TIME OFF - TUTION ASSISTANCE PROGRAMS - STELLAR WELLNESS/REWARDS PROGRAM

What you need for success! - Required Qualifications


3 years of experience within a customer service type role preferably within a call center environment
Over a year of experience as a lead or SME within a call center environment.
Strong customer service orientation and attention to detail
Prior experience managing multiple or competing priorities, while utilizing multiple computer systems and/or monitors simultaneously with strong typing skills
Ability to effectively communication verbally and listen to members over the phone
Must live within a commutable distance to the Humana office at 8520 Cliff Cameron Dr. Charlotte, NC 28269


Temporary Work at Home Requirements (If necessary)


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). A minimum standard speed for optimal performance of 10x1 (10mbs download x 1mbs upload) is required.
A dedicated work space without ongoing interruptions to protect member PHI / HIPAA information.


What you need to STAND OUT from the crowd!: Preferred Qualifications


Associate's or Bachelor's Degree
1 years of experience with taking multiple calls within an inbound / outbound call center environment
Prior Medicaid / Medicare / Healthcare experience.
High level of emotional intelligence with a proven ability to influence office culture and engagement in a positive manner
Fluency in multiple languages is a plus, preferably Spanish and English


Additional Information


Additional compensation differential over and above our standard rate is available for bilingual candidates who successfully complete Humana's Spanish language proficiency test.
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.
#NCMedicaid #ThriveTogether


Scheduled Weekly Hours

40

Company info

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