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Call Center Representative

Company: Conviva
Location: Jersey City
Posted on: November 14, 2023

Job Description:

Healthcare isn't just about health anymore. It's about caring for family, friends, finances, and personal life goals. It's about living life fully. At Conviva, a wholly-owned subsidiary of Humana, Inc., we want to help people everywhere, including our team members, lead their best lives. We support our team members to be happier, healthier, and more productive in their professional and personal lives. We encourage our people to build relationships that inspire, support, and challenge them. We promote lifelong well-being by giving our team members fresh perspective, new insights, and exciting opportunities to enhance their careers. At Conviva, we're seeking innovative people who want to make positive changes in their lives, the lives of our patients, and the healthcare industry as a whole.
Must Be Bilingual in English and Spanish
Conviva is part of Humana's Primary Care Organization which is already the nation's largest senior-focused primary care provider with 250 centers in 12 states. We are seeking dedicated, compassionate, and cheerful Remote - Bilingual Customer Care Specialist. to provide support and compassionate customer service for the thousands of patients we care for. This full-time position is in a high-volume healthcare Contact Center, supporting primary care medical centers.
---This is a Work from Home Position
Possible work schedule:
Monday - Friday, 8:45 am - 5:15 pm (EST)
Monday - Friday from 8am - 8pm and Sat-Sun from 9am - 5pm (EST)
Essential Functions

  • Answer phone calls utilizing a multi-line telephone system.

  • Ensure accurate and timely processing of all requests by taking appropriate action, such as scheduling appointments, taking messages, transferring calls to appropriate staff.

  • Ensure thorough records are maintained by documenting discussion, messages and actions taken to process inquiries.

  • Resolve patient issues through independent problem solving and with a goal of first call.

    Required Qualifications

    • Must be Bilingual English (read, write & speak) and Spanish (speak)

    • Strong customer service skills with an emphasis on written and oral communication to respond to inquiries and service requests professionally.

    • Active listening, with a high degree of empathy

    • Ability to remain calm and helpful even when dealing with upset patients.

    • Demonstrate a patient centric mindset and a high sense of urgency to solve patient requests.

    • Knowledge of basic help desk software, computer software and Microsoft Office applications including Microsoft Word, Excel, and Outlook

      Work-At-Home Requirements
      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:

      • 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.

      • 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. ---

        Preferred Qualifications

        • A minimum of one (1) year of previous experience working in an inbound customer service call center.

        • High school diploma or equivalent

        • Ability to handle high call volume and multi-task while providing an exceptional customer experience.

        • Experience in E-Clinical Works or other electronic medical records system such as Epic, Athena Health, NextGen.

        • Experience with use of virtual contact center solutions such as 8x8 Virtual Contact Center, Genesys, Ring Central, Five/9, etc.

        • Knowledge of and strict adherence to HIPAA

          Scheduled Weekly Hours: 40
          Conviva, a subsidiary of Humana, values personal identity protection. Please be aware that applicants being considered for an interview will be asked to provide a social security number, if it is not already on file. When required, an email will be sent from with instructions to add the information into the application at Humana's secure website.
          Interview Format - Modern Hire
          As part of our hiring process for this opportunity, we will be using an interviewing technology called Modern Hire to enhance our hiring and decision-making ability. Modern Hire 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.
          Humana offers a variety of benefits to promote the best health and well-being of our employees and their families. We design competitive and flexible packages to give our employees a sense of financial security-both today and in the future, including:
          Health benefits effective day 1
          Paid time off, holidays, volunteer time and jury duty pay
          Recognition pay
          401(k) retirement savings plan with employer match
          Tuition assistance
          Scholarships for eligible dependents
          Parental and caregiver leave
          Employee charity matching program
          Network Resource Groups (NRGs)
          Career development opportunities
          Scheduled Weekly Hours
          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 decisions will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.$34,500 - $47,400 per yearThis 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.
          Equal Opportunity Employer
          It is our policy to recruit, hire, train, and promote people without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity or expression, disability, or veteran status, except where age, sex, or physical status is a bona fide occupational qualification.
          If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact for assistance.

Keywords: Conviva, Jersey City , Call Center Representative, Other , Jersey City, New Jersey

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