Call Center Representative
Location: Jersey City
Posted on: November 14, 2023
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)
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.
Must be Bilingual English (read, write & speak) and Spanish
Strong customer service skills with an emphasis on written and oral
communication to respond to inquiries and service requests
Active listening, with a high degree of empathy
Ability to remain calm and helpful even when dealing with upset
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
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
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. ---
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
**** PLEASE MAKE SURE YOU ATTACH YOUR RESUME TO YOUR APPLICATION
(PDF or Word format) ****
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
Humana@myworkday.com 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
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
401(k) retirement savings plan with employer match
Scholarships for eligible dependents
Parental and caregiver leave
Employee charity matching program
Network Resource Groups (NRGs)
Career development opportunities
Scheduled Weekly Hours
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 email@example.com for assistance.
Keywords: Conviva, Jersey City , Call Center Representative, Other , Jersey City, New Jersey
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