Consumer Experience Representative Bilingual English and Spanish Position Available In Orange, Florida

Consumer Experience Representative Bilingual English and Spanish (part of Humana) 2.9 2.9 out of 5 stars Orlando, FL 32825 Become a part of our caring community and help us put health first The Consumer Experience Representative ensures optimized interaction between a company and members. The Consumer Experience Representative performs advanced administrative/operational/customer support duties that require independent initiative and judgment. May apply intermediate mathematical skills. The Consumer Experience representative is an educational support role integrated into our Care Model. We are looking for caring, passionate individuals with a drive for service. This role will focus on helping as well as educating patients to navigate our Care Model at different centers and ensure the support of our mission of making Seniors Healthier and Happier every day.

Primary Work Location:

4700 Millenia Boulevard; Suite 650 Orlando, FL 32839-6013

Secondary Work Locations:

Engelwood Park 737 S. Semoran Blvd Orlando, FL 32807 Hoffner 5997 Goldenrod Road Orlando, FL 32822 Lake Underhill 11242 E. Colonial Drive Orlando, FL 32817 West Orange 7649 W Colonial Dr. #115 Orlando, FL 32818 Use your skills to make an impact Additional Information Required Qualifications Technical experience with knowledge of Microsoft Office Word, Excel, Outlook Administrative support experience in the healthcare industry and familiarity with community resources Must be passionate about customer service and constantly striving to improve consumer experience Must have reliable transportation Experience in a fast pace/high volume environment Must be a team player with excellent communication skills Experience with Electronic Medical Records Willingness to learn and be cross trained in other roles based on business need Bilingual English and Spanish This role is considered patient facing and is part of Humana’s Tuberculosis (TB) screening program. If selected for this role, you will be required to be screened for

TB Required Skills :

Communication Excellent active listening skills Bilingual/multilingual Anticipates patient needs and effective communication with leaders and the care team patient centered care Provides our seniors with dedicated and undivided attention Problem Solving Serves as an effective problem solver Assess the patient/situation to make positive changes Maintains knowledge of current programs and services Creative thinking Provides excellent patient experience “You see It, you own it” mindset when facing patient concerns or complaints Organization and anticipation Multi-tasking and demanding patient load at times Documentation of accurate and detailed records of available community resources Striving to provide WOW moments daily by anticipating our patients needs and going the extra mile Confidentiality Maintain Discretion when handling sensitive information Always maintain HIPAA compliance Strictly follow company policies on data security and protection to stay in compliance and adhere with legal regulations. Interpersonal relations and connecting Cultivate trusting and open working relationships with patients Put patients at ease Foster effective relationships with patient Committed and welcoming attitude Compassion and empathy Demonstrate compassion and empathy to our patients with each interaction Demonstrate emotional intelligence by understanding and acknowledging patient’s feelings Cultural Sensitivity Acknowledging, respecting, promoting and providing culturally competent and diverse care Preferred Qualifications Knowledge of Access Software Healthcare experience Experience working within a Quality environment (Call audits, auditing, call reviews/listening, measuring compliance) Associate’s degree or higher Experience with Voice of the Customer (Identifying insights, associate feedback to identify improvement opportunities etc..) Advanced proficiency with Microsoft Office products to include Word, Outlook, PowerPoint and Teams Healthcare industry experience Advanced understanding of Medicare, Medicaid tools and services Consumer Service Representative Working hours : Monday to Friday 8AM – 5PM Scheduled 40 hours per week

Note:

Mileage is reimbursed for travel between clinics. •

PLEASE MAKE SURE YOU ATTACH YOUR RESUME TO YOUR APPLICATION

(PDF or Word format) •Alert Humana values personal identity protection. Please be aware that applicants may be asked to provide their Social Security Number, if it is not already on file. When required, an email will be sent from Humana@myworkday.com with instructions on how to add the information into your official application on Humana’s secure website. Interview Format – HireVue As part of our hiring process for this opportunity, we will be using an interviewing technology called HireVue to enhance our hiring and decision-making ability. HireVue 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.

Language Proficiency Testing:

Bilingual English/Spanish. Must be able to speak, read and write in both languages without limitations or assistance. See Additional Information on testing. Any Humana associate who speaks with a member in a language other than English must take a language proficiency assessment, provided by an outside vendor, to ensure competency. Applicants will be required to take the Interagency Language Rating (ILR) test as provided by the Federal Government. Benefits 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: Blue Cross and Blue Shield 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 #LI-HJ1 #LI-Onsite Scheduled Weekly Hours 40 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 will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc. $44,900 – $60,200 per year 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.

About Us About CenterWell Senior Primary Care:

CenterWell Senior Primary Care provides proactive, preventive care to seniors, including wellness visits, physical exams, chronic condition management, screenings, minor injury treatment and more. Our unique care model focuses on personalized experiences, taking time to listen, learn and address the factors that impact patient well-being. Our integrated care teams, which include physicians, nurses, behavioral health specialists and more, spend up to 50 percent more time with patients, providing compassionate, personalized care that brings better health outcomes. We go beyond physical health by also addressing other factors that can impact a patient’s well-being. About CenterWell, a Humana company: CenterWell creates experiences that put patients at the center. As the nation’s largest provider of senior-focused primary care, one of the largest providers of home health services, and fourth largest pharmacy benefit manager, CenterWell is focused on whole-person health by addressing the physical, emotional and social wellness of our patients. As part of Humana Inc. (

NYSE:

HUM), CenterWell offers stability, industry-leading benefits, and opportunities to grow yourself and your career. We proudly employ more than 30,000 clinicians who are committed to putting health first – for our teammates, patients, communities and company. By providing flexible scheduling options, clinical certifications, leadership development programs and career coaching, we allow employees to invest in their personal and professional well-being, all from day one. Equal Opportunity Employer It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.