Humana Customer Care Specialist - Service Operation - Bilingual English/Creole and English/Spanish Miami, FL in Hialeah, Florida

Role: Service Operations Customer Care Specialist

Assignment: Call Center

Location: Miami, FL

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Role: Bilingual English/Creole and English/Spanish Customer Care Representative ‐ Contact Center

At Humana, we want to inspire people to live life fully by awakening them to the right choices for themselves and each other. As the healthcare industry changes and evolves, we’re changing too. We’re growing and re‐shaping to become an organization that is committed to helping people achieve lifelong well‐being. Humana is an organization where change is constant, and we always have our consumers in mind. We’re known as an innovator in our industry, with a history of being out front of where healthcare needs to go. We need people with a passion for helping others and making change happen. We don’t want to be like everyone else in the industry—we want to be better. And we’re looking for talent that wants to grow, be challenged and inspired to help make that happen.

Assignment Capsule Humana is seeking a Customer Care Representative Center to provide support and compassionate customer service for the thousands of lives we service. We seek a candidate with prior medical office experience who is customer focused with strong attention to detail. This full time position is in a high volume Contact Center, supporting primary and specialty care medical centers

Role Functions Answer phone calls utilizing a multi‐line telephone system Ensure accurate and timely processing of all requests by taking appropriate action, such as s cheduling appointments, taking messages, transferring calls to appropriate staff Ensure thorough records are maintained by documenting discussion, messages and actions taken to process inquiries Escalate customer complaints and/or calls to management as necessary Resolve patient issues through independent problem solving and with a goal of first call resolution Make outbound calls per assignment, special project or as needed Special projects as assigned, which may require time and work outside of answering or making phone calls

Essential Skills Strong organizational, written and verbal communication skills Proficient with MS Office Suite, specifically with Excel Knowledge of and strict adherence to HIPAA Ability to handle high call volume and multi‐task while providing an exceptional customer experience Ability to remain calm and helpful even when dealing with upset customers Foster teamwork and partnerships with cross‐functional departments to resolve issues and improve customer experience

Role Requirements High school diploma or GED Bilingual, English and Spanish or Creole – fluent in 2 languages both written and spoken One year experience in a medical office setting with moderate to high call volume utilizing a computer based practice management software system, such as eClinicalWorks, strongly preferred Experience with Avaya telephony platform desired

Job Service Operations

Title: Customer Care Specialist - Service Operation - Bilingual English/Creole and English/Spanish Miami, FL

Location: FL-Hialeah

Requisition ID: 168528