Specialty Pharmacy Inbound Contacts Representative

Become a part of our caring community As an Inbound Contacts Representative, you will represent us by addressing incoming telephone, digital, or written inquiries. Inbound Contacts Representative performs basic administrative/clerical/operational/customer support/computational tasks. Typically work on routine and patterned assignments. Responsibilities In the CenterWell Specialty Pharmacy (CWSPC) department, you will operate as an inbound call center dedicated to managing specialty medication needs for our members. Your primary responsibilities include scheduling the delivery of specialty medications directly to members' homes or their designated medical office (MDO). Also, you will address multiple benefits-related inquiries from our members, ensuring they have comprehensive information and support. Collaborating with multiple departments, we aim to provide seamless and efficient assistance to our members. The role also requires that you thoughtfully de‑escalate calls, handling every member interaction with the utmost care. In this role you will address customer needs which may include complex benefit questions, resolve issues, and educate members. Record details of inquiries, comments or complaints, transactions or interactions and take action in accordance to them. Escalate unresolved and pending customer grievances. The supervisor limits decisions to defined parameters around work expectations, quality standards, priorities and timing, and oversees work within established practices and guidelines with minimal opportunity for deviation. Use your skills to make an impact Although this role is Work at Home you must be located in one of the following states: FL, IN, OH, TN, AZ, MO, NM, or NC Required Qualifications 2+ years of customer service experience Customer service orientation Strong attention to detail Intermediate typing and computer navigation skills, including use of multiple computer applications simultaneously Experience providing detailed troubleshooting and resolutions to users Resolve problems and develop favorable solutions Verbal and listening communication skill Schedule This position requires flexibility to work any shift Monday through Saturday between 8:00 AM and 11:00 PM EST. You will work five (5) 8‑hour shifts per week. Saturday is a required workday (Saturday operating hours: 8:00 AM – 6:30 PM EST) One weekday & Sunday will be scheduled off We have a strict attendance policy especially during the first (180) days. New hires cannot have any more than (4) instances including being tardy (logging in late at the beginning of your shift and coming back from lunch or break late), early leave, or call offs. Preferred Qualifications Associate's or Bachelor's Degree Previous inbound call center or related customer service experience Healthcare experience Pharmacy experience Bilingual in English / Spanish with the ability to speak, read, and write in both languages without limitations or assistance. Additional Information To ensure home employees' ability to work effectively, the self‑provided internet service of home employees must meet the following criteria: 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 and Wireless Internet service is NOT allowed for this role. 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 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. Travel: While this is a remote position, occasional travel to Humana’s offices for training or meetings may be required. 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. $38,000 - $45,800 per year This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance. 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 About CenterWell Pharmacy: CenterWell Pharmacy provides convenient, safe, reliable pharmacy services and is committed to excellence and quality. Through our home delivery and over‑the‑counter fulfillment services, specialty, and retail pharmacy locations, we provide customers simple, integrated solutions every time. We care for patients with chronic and complex illnesses, as well as offer personalized clinical and educational services to improve health outcomes and drive superior medication adherence. About CenterWell, a Humana company: CenterWell is a leading healthcare services business focused on creating integrated and differentiated experiences that put our patients at the center of everything we do. The result is high‑quality healthcare that is accessible, comprehensive and, most of all, personalized. As the largest provider of senior‑focused primary care, a leading provider of home healthcare and a leading integrated home delivery, specialty, hospice and retail pharmacy, CenterWell is focused on whole health and addressing the physical, emotional and social wellness of our patients. CenterWell is part of Humana Inc. (NYSE: HUM). Learn more about what we offer at CenterWell.com. 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 protected veteran status. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with 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. CenterWell, a wholly owned subsidiary of Humana, complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, gender identity or religion. We also provide free language interpreter services. See our full accessibility rights information and language options #J-18808-Ljbffr CenterWell