Consumer Engagement Representative

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The Consumer Engagement Representative 1 oversees the enrollment, education, engagement, and activation responsibilities for client groups regardless of segment, and for product where warranted. The Consumer Engagement Representative 1 performs basic administrative/clerical/operational/customer support/computational tasks. Typically work on routine and patterned assignments.

The Consumer Engagement Representative 1 contributes to business strategy by understanding benefit offerings to ensure enrollment success, identifying member education opportunities to lead maximum use of available resources, and directing clients on the use of available resources. Decisions are limited to defined parameters around work expectations, quality standards, priorities and timing, and works under close supervision and/or within established policies/practices and guidelines with minimal opportunity for deviation. Must be passionate about contributing to an organization focused on improving consumer experiences.

You will include both inbound/outbound telephonic calls using a blended dialer averaging 30 to 50 calls daily.

Required Qualifications

Must have customer service experience in a telephonic based environment

Intermediate Proficiency using Microsoft Office Word, Excel, Outlook PowerPoint, navigating multiple systems and platforms and ability to troubleshoot and resolve basic technical difficulties in a remote environment.

Preferred Qualifications

1+ year experience with assisting members via high volume call center environment

Workstyle: Remote Work at Home

Location: Arizona, Florida, Indiana, Ohio, Tennessee, or Texas

Training Schedule: Can attend all training Monday through Friday between 10:00 AM - 7:00 PM Eastern

Work Schedule: Can work a 40-hour week between 8AM - 8PM Eastern Time; with flexibility to work 5 8's and 4 10's with approval by leadership.

Work at Home Guidance

At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested. Satellite, cellular and microwave connection can be used only if approved by leadership. Employees who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense. Humana will provide Home or Hybrid Home/Office employees with telephone equipment appropriate to meet the business requirements for their position/job. Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.

Interview Format

As part of our hiring process for this opportunity, we will be using an interviewing 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. To ensure Home or Hybrid Home/Office employees' ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria:

SSN Alert Humana values your personal identity protection. Please be aware that applicants may be asked to provide their Social Security Number, if it is not already on file. When required, an email will be sent from Humana@myworkday.com with instructions on how to add the information into your official application on Humana's secure website.