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

Do you have a desire to work from home? Do you love assisting others when they are in need? Are you looking for valuable experience working for a Fortunate 100 company that focuses on the well-being of their customers and employees? If you are fluent in English and Spanish and enjoy providing customer service over the phone, this could be the Work-At-Home position for you. You MUST live in Puerto Rico and pass a language proficiency exam to be hired. The Bilingual Inbound Contacts Representative represents the company and our CarePlus team by addressing incoming telephone, digital, or written inquiries from our members.

The start date for this position is Monday, September 9th. You must be available to work ANY assigned 8-hour shift between the call center hours of 8:00AM – 8:00PM Eastern Standard Time. PLEASE BE SURE TO ATTACH YOUR RESUME TO YOUR APPLICATION (PDF OR WORD FORMAT).

The Bilingual Inbound Contacts Representative acts as a universal customer service agent for our CarePlus members and provides friendly, comprehensive service for a range of issues from ordering durable medical equipment to grievances and appeals. Responsibilities include:

• Recording the details of inquiries, comments or complaints, transactions or interactions and taking action accordingly.

• Escalating unresolved and pending customer service grievances.

• Performing other relevant duties deemed necessary to achieve department and company-wide goals.

• Must meet monthly call, attendance, and performance metrics.

• You should expect to take anywhere from 20 to 35 inbound calls per day with a focus on high-quality service and one-call resolution.

• This is a high-volume call center setting which can be stressful at times. While all ICRs will receive inbound calls, you may also be required to place outbound calls to physicians, DME vendors, pharmacies, or other entities in providing to help our CarePlus members.

Success in this role requires the following:

• Strong emotional intelligence and empathy to proactively provide solutions and ensure members’ utmost health and safety.
• Excellent interpersonal skills and strong verbal and written communication.
• Demonstrated ability to take initiative, organize simultaneous tasks and adapt to change quickly.
• Ability to maintain a professional demeanor and maintain confidentiality with sensitive information.

Use your skills to make an impact

Required Qualifications

• Must be Bilingual in Spanish and English with the ability to read, write and speak fluently without limitations or assistance (see Language Proficiency Testing below).
• Must reside in Puerto Rico
• Minimum two (2) years of customer service experience is required.
• Strong technical skills and efficient typing skills with the ability to work across multiple software systems including email and chats while toggling across multiple databases and engaging with callers.
• Proficiency with Microsoft Office applications, particularly Outlook and Teams.

Preferred Qualifications

• Associate or bachelor's degree
• Experience and/or background with case management processes
• Call center experience
• Healthcare experience

Work-At-Home Requirements

To ensure Work-At-Home employees’ ability to work effectively, the self-provided internet service 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
• Humana will provide Work-At-Home employees with telephone equipment appropriate to meet the business requirements for their position.
• You must be able to work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information

Language Proficiency Testing

Any Humana associate hired to speak with members in another language 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 for English and Spanish as provided by the Federal Government.

Training

• This position is scheduled to start on September 9, 2024. Virtual training starts on day one and will run for the first 6 weeks.​​
• You must have the flexibility to attend training during any 8-hour shift between the hours of 8:00 AM to 8:00 PM Eastern time (9:00 AM to 9:00 PM Atlantic time during Daylight Saving Time), Monday through Friday.
• You must be on time, dressed appropriately / camera ready, with your camera on during training and for other meetings required by leadership.
• Attendance is vital for your success; no time off will be allowed during training or within your first one hundred twenty (120) days, with the exception of Humana-observed holidays. The initial 120 days of employment as a Bilingual Inbound Contacts Representative 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.
• Following the Appraisal Period, time off may be requested following the normal procedure. Time off and scheduling are based on business needs in order to provide the very best service to our CarePlus members.
• Annual Enrollment (October 1 through March 31) is our busiest season; time off during this period will be very limited.

Schedule Following 6 Week Training Period

• Following training, Associates must have the ability to work any 8-hour shift between the hours of 8:00 AM to 8:00 PM Eastern time (9:00 AM to 9:00 PM Atlantic time during Daylight Saving Time) Monday through Friday.
• Some weekends, holidays and/or mandatory overtime may be required, based on business needs. Every effort is made to provide as much advance notice as possible.
• 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 of the CarePlus Contact Center team.

Interview Process

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

• Text Prescreen: Shortly after submitting your application, you may receive both a text message and email requesting you to complete 10 to 15 prescreen questions with either yes or no answers. The text message may arrive prior to the email. If you prefer to answer via computer or tablet, wait for the email.
• Assessment: If you are selected to move forward, you will receive an email to complete the Virtual Job Experience (VJE). This is an online activity where you will learn more about Customer Care jobs at Humana, try out some of the most common job tasks, and tell us more about yourself. Most people complete the VJE in approximately 30 minutes. To complete it, you will need a smart phone, computer or tablet with internet access, and speakers/headphones. We do not make job offers to candidates that do not complete the VJE.
• Video Prescreen: If you are successful with the VJE, you will receive another communication to record a Video Prescreen. This is an online video activity using your phone, tablet, or computer; however, most candidates prefer using a computer or tablet.
• Interviews: Some candidates will be invited to interview. If so, the recruiter will reach out to schedule.
• Offers: Finalists from the interview will be contacted by a recruiter to discuss an offer for the job
• Note: Depending on the number of openings, the number of candidates who apply, and the schedules of interviewers and recruiters, this process may take several weeks or less; however, know that we are working hard to proceed as quickly as possible and to keep you informed.

Scheduled Weekly Hours

40

Pay 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.

$25,800 - $35,600 per year

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.

About Us

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.