Address
Form of workDescription
A day in the life of a CMSS would consist of being aligned to one of over 6 different tasks where often associates will be cross trained and moved between the multiple aligned tasks.All areas will receive inbound calls while working on member enrollment, PCP location, assisting with appointments, processing administrative tasks, process or routing received emails, completing member assessments and/or completing outbound calls amongst other items.Associates on this team are very flexible to our member and business needs while still performing at the capacity to consistently meet all metrics established.
Responsibilities
Oral and written fluency in Spanish and English - ability to pass a language test will be required
The Support Specialist functions in a fast paced, multitask high volume work environment.
Daily assignments are focused on adherence to area/department policies, methods, and production/quota expectations.
The CMSS works within defined parameters to identify work expectations and quality standards in an area with frequently changing prioritization and timing.
This role requires the ability to successfully work within outlined expectations, and within specific standards.
Regularly exercises discretion and judgment in prioritizing requests and interpreting and adapting procedures, processes, and techniques, and works under limited guidance due to previous experience/breadth and depth of knowledge of administrative processes and organizational knowledge.
Schedule: An assigned schedule from 10:30am - 8:00pm EST, Mon-Fri
based on business needs. A set schedule will be provided at time of hire.
This role requires occasional and mandatory overtime, which may include evening and weekend hours.
Required Qualifications
PreferredQualifications
Alert: Humana values personal identity protection. Please be aware that applicants selected for leader review may 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.
Work At Home - Connectivity - Requirement Details
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:
At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is recommended to support Humana applications, per associate.
Wireless, Wired Cable or DSL connection is suggested.
Satellite, cellular and microwave connection can be used only if they provide an optimal connection for associates. The use of these methods must be approved by leadership. (See Wireless, Wired Cable or DSL Connection in Exceptions, Section 7.0 in this policy.)
Humana will not pay for or reimburse Home or Hybrid Home/Office associates for any portion of the cost of their self-provided internet service, with the exception of associates who live or work from Home in the state of California, Illinois, Montana, or South Dakota. 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.
Humana will provide Home or Hybrid Home/Office associates with telephone equipment appropriate to meet the business requirements for their position/job.
Interview Format
As part of our hiring process for this opportunity, we will be using an exciting interviewing technology called Modern Hire to enhance our hiring and decision-making ability. Modern Hire allows us to quickly connect and gain valuable information for you pertaining to your relevant skills and experience at a time that is best for your schedule.
If you are selected, you will receive correspondence inviting you to participate in a Modern Hire assessment. You will have a set of questions and you will provide responses to each question. You should anticipate this to take about 15 - 20 minutes. Your answers will be reviewed and you will subsequently be informed if you will be moving forward to next round.
Scheduled Weekly Hours
40
A day in the life of a CMSS would consist of being aligned to one of over 6 different tasks where often associates will be cross trained and moved between the multiple aligned tasks.All areas will receive inbound calls while working on member enrollment, PCP location, assisting with appointments, processing administrative tasks, process or routing received emails, completing member assessments and/or completing outbound calls amongst other items.Associates on this team are very flexible to our member and business needs while still performing at the capacity to consistently meet all metrics established.
Responsibilities
Oral and written fluency in Spanish and English - ability to pass a language test will be required
The Support Specialist functions in a fast paced, multitask high volume work environment.
Daily assignments are focused on adherence to area/department policies, methods, and production/quota expectations.
The CMSS works within defined parameters to identify work expectations and quality standards in an area with frequently changing prioritization and timing.
This role requires the ability to successfully work within outlined expectations, and within specific standards.
Regularly exercises discretion and judgment in prioritizing requests and interpreting and adapting procedures, processes, and techniques, and works under limited guidance due to previous experience/breadth and depth of knowledge of administrative processes and organizational knowledge.
Schedule: An assigned schedule from 10:30am - 8:00pm EST, Mon-Fri
based on business needs. A set schedule will be provided at time of hire.
This role requires occasional and mandatory overtime, which may include evening and weekend hours.
Required Qualifications
- Oral and written fluency in Spanish and English - ability to pass a language test will be required
- Experience in consistently meeting productivity metrics in a high-volume production-based work environment
- Experience and able to work in a fast paced, multi-task/system/application work environment
- Recent experience with high volumes of inbound/outbound calls within the past 3 years
- Advanced knowledge of Excel, Microsoft Word, and Outlook
- Ability to work independently in a home office setting
- Access to a private/undisrupted work at home office space
- Ability to work an assigned schedule from 10:30am - 8pm EST (EST Mon-Fri)
PreferredQualifications
- Associate degree
- Minimum 3 years technical experience
- Sales and/or customer service experience
- Administration support experience in the healthcare industry
- Bilingual in English and Spanish
- Office 365 and Cloud based services
- Auto Dialer experience
Alert: Humana values personal identity protection. Please be aware that applicants selected for leader review may 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.
Work At Home - Connectivity - Requirement Details
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:
At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is recommended to support Humana applications, per associate.
Wireless, Wired Cable or DSL connection is suggested.
Satellite, cellular and microwave connection can be used only if they provide an optimal connection for associates. The use of these methods must be approved by leadership. (See Wireless, Wired Cable or DSL Connection in Exceptions, Section 7.0 in this policy.)
Humana will not pay for or reimburse Home or Hybrid Home/Office associates for any portion of the cost of their self-provided internet service, with the exception of associates who live or work from Home in the state of California, Illinois, Montana, or South Dakota. 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.
Humana will provide Home or Hybrid Home/Office associates with telephone equipment appropriate to meet the business requirements for their position/job.
Interview Format
As part of our hiring process for this opportunity, we will be using an exciting interviewing technology called Modern Hire to enhance our hiring and decision-making ability. Modern Hire allows us to quickly connect and gain valuable information for you pertaining to your relevant skills and experience at a time that is best for your schedule.
If you are selected, you will receive correspondence inviting you to participate in a Modern Hire assessment. You will have a set of questions and you will provide responses to each question. You should anticipate this to take about 15 - 20 minutes. Your answers will be reviewed and you will subsequently be informed if you will be moving forward to next round.
Scheduled Weekly Hours
40
