Claims Research & Resolution Rep

Become a part of our caring community and help us put health first The Claims Research & Resolution Representative 2 manages claims operations that involve customer contact, investigation, and resolution of claims or claims-related financial issues. You will perform moderately complex call center, administrative, operational and customer support assignments. Workload is typically semi-routine assignments along with intermediate level math computations. This is an opportunity to work remotely and use your research, resolution and customer service skills to join a Fortune 100 company with a great culture and outstanding benefits. Humana values associate engagement and well-being. We also provide excellent professional development and continued education. The Claims inbound call center is comprised of a group of calls / claims / provider associates researching the resolution to a pending call. As a Claims Research & Resolution Representative 2, you will work with insurance companies, providers, members, and collection services in the resolution of claims.

Your responsibilities include:

+ You will take inbound calls to address customer needs which may include complex financial recovery, answering questions, and resolving issues. + You will potentially be making outbound calls regarding case follow-up. + You will record notes with details of inquiries, comments or complaints, transactions or interactions and taking action accordingly. + You will escalate unresolved and pending customer inquiries. + Decisions you make in this role are typically focused on interpretation of area or department policy and methods for completing assignments. + Our standard policies and practices allow for some opportunity for interpretation / deviation and / or independent discretion. You will work within defined parameters to identify work expectations and quality standards, but you will have some latitude over prioritization and timing, and will work with minimal direction. + You will cross-train in all functions within the department. Use your skills to make an impact Required Qualifications + 1 or more years of Call Center or Telephonic customer service experience (within the past 5 years) + Previous healthcare related experience or education + Basic Microsoft Office (Word, Excel, Outlook, and Teams) skills + You must have strong technical skills with the ability to work across multiple software systems + You must be self-reliant, with the ability to resolve issues independently under minimum supervision + You must have the ability use internal system resources (i.e., Mentor) to find a resolution to an issue and / or respond to an inquiry + You must have demonstrated time management and prioritization skills + You must have experience managing multiple or competing priorities + Requires that you have the capacity to maintain confidentiality while working remotely out of your home Required Work Schedule Training + Virtual training starts on day one of employment and will run up to 8 weeks with a schedule of 8:00 AM to 4:30 PM Eastern Time, Monday - Friday. + Attendance is vital for your success; no time off will be allowed during training. + The initial 180 days of employment as a Claims Research & Resolution Representative 2 constitute an appraisal period. This Appraisal Period is essential to your learning and development, which is why we ask for perfect attendance during both the classroom training and nesting periods. + This position requires learning many systems, policies, and tools, and it takes time to become proficient in the role. You must be willing to remain in this position for a period of eighteen (18) months before applying to other Humana opportunities. Work Hours + Following training, you must be able to work an assigned 8-hour shift between the hours of 8:00 AM to 6:00 PM Eastern Time. + Overtime may be offered, based on business needs. Preferred Qualifications + Bachelor's Degree + Prior claims processing experience + Overpayment experience + Financial recovery experience + Previous experience with Mentor software + PrePay or Post Pay experience + CAS , CIS or CISPRO experience + CRM experience + Bilingual (Spanish and English; see Language Proficiency Testing information below) Additional Information

PLEASE MAKE SURE YOU ATTACH YOUR RESUME TO YOUR APPLICATION

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)•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: + 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. + Satellite, cellular and microwave connection can be used only if approved by leadership. + 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. + Work from a dedicated space lacking ongoing interruptions to protect member

PHI / HIPAA

information. Language Proficiency 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. Interview Process As part of our hiring process for this opportunity, we will be using 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. +

Text Prescreen:

Shortly after submitting your application, you may receive both a text message and email requesting you to complete prescreen questions with either yes or no answers. The text message may arrive prior to the email. If you prefer to answer via computer or tablet, wait for the email. +

Video Prescreen:

If you are successful with the text prescreen, you will receive another communication to record a Video Prescreen. This is an online video activity using your phone, tablet, or computer; however, most candidates prefer using a computer or tablet. +

Interviews:

Some candidates will be invited to interview. If so, the recruiter will reach out to schedule. +

Offers:

Finalists from the interview will be contacted by a recruiter to discuss an offer for the job +

Note:

Depending on the number of openings, the number of candidates who apply, and the schedules of interviewers and recruiters, this process may take several weeks or less; however, know that we are working hard to proceed as quickly as possible and to keep you informed.

Travel:

While this is a remote position, occasional travel to Humana's offices for training or meetings may be required. 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. $40,000 - $52,300 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 well To view full details and how to apply, please login or create a Job Seeker account