As an Ohio Medicaid Inbound Contacts Rep at Humana, your primary responsibilities include addressing incoming inquiries from Medicaid members through various channels such as phone, digital, or written formats. You'll assist members with their healthcare needs by answering questions about their benefits, resolving issues, and educating them about available options. An essential part of your role will involve documenting interactions and escalating unresolved issues to ensure customer satisfaction, while also supporting outbound call campaigns.

To apply for the Ohio Medicaid Inbound Contacts Rep position at Humana, you are required to have a minimum of two years of customer service experience. Additionally, proficiency in Microsoft Office, especially Outlook and Teams, is essential. Candidates should possess strong technical skills, excellent interpersonal abilities, and the capability to multitask across different software systems. Prior experience in a call center or healthcare setting is preferred.

As an Ohio Medicaid Inbound Contacts Rep at Humana, you will undergo a comprehensive training program that begins on your first day of employment. This virtual training will last for seven weeks, running from 8:00 AM to 4:30 PM Eastern, Monday through Friday. You will learn about various systems, policies, and tools necessary for your role, ensuring you’re well-prepared to assist Medicaid members effectively.

Once you complete the training for the Ohio Medicaid Inbound Contacts Rep position at Humana, you will be required to work an 8-hour shift between 6:45 AM and 8:00 PM Eastern Time, Monday through Friday. You should also be prepared for possible weekend shifts and overtime depending on company needs, which allows for a flexible work schedule.

Humana offers an attractive array of benefits for the Ohio Medicaid Inbound Contacts Rep position, designed to enhance your overall well-being. You can expect medical, dental, and vision coverage, a 401(k) retirement savings plan, generous paid time off, and various leaves such as parental and caregiver leave. Humana prioritizes your personal wellness and supports smart healthcare decisions for you and your family.

In dealing with complex customer inquiries as an Ohio Medicaid Inbound Contacts Rep, I believe in actively listening to the member's concerns and clarifying any points of confusion. I ensure I gather all necessary information before providing accurate and comprehensive answers. If I can't resolve the issue immediately, I reassure the member that their concern is valid and will escalate it to the appropriate team for a prompt resolution.

Certainly! In my previous roles, I focused on providing exceptional customer service in a call center environment. I handled a high volume of inquiries, effectively managed multiple software systems simultaneously, and tailored my communication style to meet the diverse needs of customers. This experience has developed my ability to navigate challenging situations while maintaining professionalism and empathy.

To stay organized while managing multiple tasks, I prioritize workload by creating a daily checklist that outlines urgent inquiries and follow-up tasks. I also utilize calendar alerts to ensure timely responses and minimize delays. By segmenting tasks into manageable portions, I maintain clarity and focus throughout my workday.

Effective communication in a remote work setting is vital, so I actively participate in team meetings through video calls and use platforms like Microsoft Teams for chat and collaboration. I prioritize regular check-ins with my colleagues to discuss ongoing cases and seek feedback, fostering a supportive teamwork culture even when physically apart.

What truly motivates me in my role is the opportunity to make a positive impact in the lives of Medicaid members. I believe that every conversation is a chance to provide solutions that improve their healthcare journey. Knowing that I can help navigate their challenges and direct them to the resources they need is incredibly rewarding.

In high-pressure situations, I focus on remaining calm and composed. I take deep breaths to center myself, and I remind myself that the member is looking for assistance. I strive to maintain a positive tone and provide reassurance, knowing that my approach can influence their experience. I also take breaks when possible to recharge my energy.

Absolutely! I once handled a call with a dissatisfied member who was frustrated with an unresolved issue regarding their benefits. I patiently listened to their concerns, empathized with their frustration, and promptly researched the details. By providing a clear explanation of the resolution process and following up until the issue was resolved, I turned their frustration into gratitude, illustrating the importance of persistence in customer service.

I have developed strong technical skills including proficiency in Microsoft Office applications, specifically Outlook and Teams, as well as experience with multiple database systems. I am comfortable with chatting, emailing, and typing quickly while I engage with customers. My adaptability to navigate various software ensures I can effectively manage calls and data inputs.

I want to work for Humana because of its commitment to health and wellness for both its customers and employees. I am impressed by the company's values and dedication to making healthcare accessible and friendly. As an individual who believes in the importance of providing quality support to those in need, I feel that my passion aligns perfectly with Humana's mission.

My long-term career goal is to specialize further in customer service within the healthcare industry. The Ohio Medicaid Inbound Contacts Rep position at Humana offers the chance to gain valuable insights and skills in healthcare services while assisting the community. I see this opportunity as foundational, allowing me to grow within the company and explore additional roles that impact member health and lives positively.