Join Our Team: Revolutionizing Healthcare through Exceptional Customer Experience
At CenterWell Specialty Pharmacy, a Humana company, we're on a mission to put health first by delivering personalized support and care to patients with chronic and complex illnesses. As a leading online mail-delivery pharmacy, we're committed to making a positive impact on the lives of our patients and their families. We're seeking a highly skilled and compassionate Inbound Contact Representative to join our remote team and help us achieve our goal of providing exceptional customer experience.
About the Role: Inbound Contact Representative - Work from Home
As an Inbound Contact Representative, you will be the primary point of contact for our patients, addressing their inquiries, concerns, and needs in a timely and professional manner. You will play a critical role in ensuring that our patients receive the support and care they deserve, and that their experiences with our organization are positive and memorable.
Key Responsibilities:
- Respond to incoming telephone, digital, or written inquiries from patients, providing accurate and helpful information to address their needs and concerns.
- Perform basic administrative, clerical, operational, and customer support tasks, including data entry, record-keeping, and issue resolution.
- Escalate unresolved and pending customer grievances to the appropriate teams, ensuring that patients receive timely and effective resolutions to their issues.
- Maintain accurate records of customer interactions, including details of inquiries, comments, complaints, and transactions.
- Work in a fast-paced environment, managing multiple priorities and competing demands, including the use of multiple computer applications simultaneously.
- Demonstrate a strong customer service orientation, providing empathetic and personalized support to patients and their families.
Essential Qualifications:
- 2 years of customer service experience, preferably in a healthcare or related industry.
- Strong attention to detail, with the ability to accurately record and maintain customer information.
- Excellent typing and computer navigation skills, with the ability to efficiently use multiple computer applications.
- Effective verbal and listening communication skills, with the ability to clearly understand and respond to customer inquiries.
- Ability to manage multiple priorities and competing demands, with a flexible and adaptable approach to work.
- Passion for delivering exceptional customer experience and contributing to an organization focused on continuously improving consumer experience.
- Residence in one of the following states: FL, IN, OH, TN, TX, AZ, MO, NC, or NM.
Preferred Qualifications:
- Associate's or Bachelor's Degree, preferably in a related field such as healthcare or customer service.
- Previous inbound call center or related customer service experience, with a proven track record of delivering exceptional customer experience.
- Healthcare experience, with knowledge of healthcare systems, terminology, and practices.
- Fluency in Spanish, with the ability to communicate effectively with Spanish-speaking patients.
What We Offer:
At CenterWell Specialty Pharmacy, we're committed to providing a supportive and inclusive work environment that allows our employees to thrive. As a remote team member, you'll enjoy the flexibility and autonomy of working from home, while still being connected to our vibrant and caring community.
- Competitive salary and benefits package, with opportunities for career growth and professional development.
- Flexible scheduling options, including the ability to work a variety of shifts, including evenings and weekends.
- Opportunities for career advancement and professional growth, with a focus on developing our employees' skills and expertise.
- A dynamic and supportive work environment, with a team of dedicated and passionate professionals who are committed to putting health first.
- State-of-the-art technology and tools, with ongoing training and support to ensure your success in the role.
Work-at-Home Requirements:
To ensure that you're able to perform your duties effectively and efficiently, we require a dedicated and distraction-free workspace at home. This includes:
- A high-speed DSL or cable modem internet connection, with a minimum standard speed of 25x10 (25mpbs download x 10mpbs upload).
- A dedicated space that is free from ongoing interruptions and distractions, to protect patient PHI/HIPAA information.
- No satellite or wireless internet service, to ensure reliable and secure connectivity.
Interview Process:
We're excited to learn more about your skills and experience, and to explore how you can contribute to our team. As part of our hiring process, we'll be using Modern Hire, an innovative interviewing technology that allows us to quickly connect and gain valuable insights into your relevant skills and experience. If you're selected for a first-round interview, you'll receive an email/text correspondence inviting you to participate in a Modern Hire interview, which will take approximately 15 minutes to complete.
Join Our Team!
If you're a compassionate and customer-focused professional who is passionate about delivering exceptional experiences, we encourage you to apply for this exciting opportunity. As a member of our team, you'll be part of a dynamic and caring community that is committed to putting health first. Apply today and join our mission to revolutionize healthcare through exceptional customer experience!
Humana is an Equal Opportunity Employer, committed to diversity and inclusion in the workplace. We welcome applications from qualified candidates of all backgrounds, and we're proud to be an organization that values and supports the well-being of our employees, patients, and communities.
Apply Now