Virtual Sales Agent Support Representative

Virtual Sales Agent Support Representative / ARSOS Inbound Contacts Representative 3

• Production driven and own our issues until final resolution can be provided, this means you will be responsible for researching the issue and making any necessary outbound calls to members/providers to collect the data you need to provide a resolution.
• This role is very self-managed and requires a lot of self-accountability and critical thinking
• Inquiries may include complex benefit or enrollment concerns and resolving basic customer service needs on the member’s behalf.
• Assisting primarily our Sales Agents on post-enrollment inquiries via CRM cases, emails, or phone calls.

What it takes to Succeed

• Be able to interpret and adapt quickly to procedures/processes/techniques
• Be able to exercise discretion/best judgement while adhering to compliance guidelines
• Attentive to details as written communication is primary form of communication
• Be able to work under limited guidance (utilizing previous experience/knowledge/training)

Required Qualifications

• 1 or more years of Inbound Call center experience
• Must be able to work an 8 hour shift between 8am-8pm EST Monday through Friday and OT based business needs
• Experience using of multiple computer applications/screens simultaneously
• Experience in a production metric driven environment

Preferred Qualifications

• CRM, PMT, Marx and/or Litton experience
• Medicare experience/Individual Medicare Trained (Tier 2-4)
• Experience working with sales agent
• Proficient in Microsoft Office applications Outlook, Word and Excel

Additional Information
As part of our hiring process, we will be using an exciting interviewing technology provided by Modern Hire, a third-party vendor. This technology provides our team of recruiters and hiring managers an enhanced method for decision-making.

If you are selected to move forward from your application prescreen, you will receive correspondence inviting you to participate in a pre-recorded Voice Interview and/or an SMS Text Messaging interview. If participating in a pre-recorded interview, you will respond to a set of interview questions via your phone. You should anticipate this interview to take approximately 10-15 minutes.

If participating in a SMS Text interview, you will be asked a series of questions to which you will be using your cell phone or computer to answer the questions provided. Expect this type of interview to last anywhere from 5-10 minutes. Your recorded interview(s) via text and/or pre-recorded voice will be reviewed and you will subsequently be informed if you will be moving forward to next round of interviews.

Work at Home Guidance

To ensure Home or Hybrid Home/Office associates’ ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office associates must meet the following criteria:

• Satellite, cellular and microwave connection can be used only if approved by leadership
• Humana will provide Home or Hybrid Home/Office associates 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
• 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
• Associates 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.

Internal- If you have additional questions regarding this role posting, please send them to the Ask A Recruiter persona by visiting go/yammer and searching Ask A Recruiter! Please be sure to provide the requisition number so we may be able to research your request quicker.