Key skills
Microsoft OfficeProject CoordinationPersonal Vehicle Liability InsuranceCoachingPassion for Consumer Experience ImprovementBilingual English/SpanishCritical ThinkingSales
About this role
Humana is a leading healthcare services company focused on creating integrated and differentiated experiences for patients. The Customer Service Transitions Professional will support various transitions within the organization to reduce membership loss and provide customer service during these changes.
Responsibilities:
- Conduct outbound and answer inbound calls related to any attrition mitigation marketing communications
- PCP Terminations – Help ensure engaged members get their questions answered, understand the situation they are in and get assistance with any clinical connections or assurances during this transitional period
- Mass Moves – Follow up with patients that we previously acquired to help them get their 2nd appointment scheduled
- Center Consolidation / Relocation – Assist with directions, rescheduling appointments and any clinical connections or assurances needed during this transitional period
- Plan Changes – Reach out to newly acquired patients that are on a plan that we don't accept to connect them with a broker
- Organic patient orientation – Onboard and orient new, engaged patients acquired through traditional sales channels
Requirements:
- 3 years of technical experience
- Strong critical thinking and problem-solving skills
- Proficiency in all Microsoft Office Programs including Word, PowerPoint, Excel, Access, etc
- Must be passionate about contributing to an organization focused on continuously improving consumer experiences
- Less than 3 years of technical experience
- Previous experience with coordinating and leading projects and tasks
- Demonstrated capability with coaching and developing associates formally and informally
- This role is part of Humana's Driver safety program and therefore requires an individual to have a valid state driver's license and proof of personal vehicle liability insurance with at least 100/300/100 limits
- Previous work from home experience
- Previous call center or patient outreach experience
- Bilingual English/Spanish
- Associate's or Bachelor's degree