Consumer Account Representative

Become a part of our caring community Humana's Consumer Service Operations team is committed to providing an exceptional service experience for our agents, brokers, employers and sales partners. The Consumer Account Representative/ Consumer Service Operations Professional 2 contributes to this mission by supporting the daily operations of the consumer service function, ensuring accurate and timely resolution of inquiries, and driving process improvements to enhance the overall consumer experience. You will report to the Manager, Consumer Service Operations. As the Consumer Account Representative/ Consumer Service Operations Professional 2 you will Respond to and resolve routine and complex customer inquiries via email, phone, and other communication channels Support the implementation and maintenance of consumer service processes, policies, and procedures to ensure efficiency and compliance. Analyze and interpret data to identify trends, recommend process enhancements, and support operational decision-making. Collaborate with teams, including business and technology partners, to address service issues and implement solutions. Document and escalate unresolved issues as appropriate, following established protocols and guidelines. Participate in continuous improvement initiatives to optimize service delivery and meet organizational goals. Ensure compliance with all regulatory requirements and Humana standards. Assist with training and mentoring new associates Use your skills to make an impact Required Qualifications 4 or more years of Comprehensive knowledge of Commercial Billing and Enrollment Microsoft Office 365 Investigational Skills (research and resolution) Preferred Qualifications Associates or Bachelor's degree Experience with Specialty benefits Project Management experience Billing System (PBS) MetaVance (MTV) Macess eBilling MTVx

HRBA CRM

Service New Case Account Manager Additional Information Work schedule is 7: 00am to 3:30pm CST You will work from home and may travel to business office for meeting or training, based on business 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. Work at Home To ensure Home or Hybrid Home/Office employees' ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria: At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested. Satellite, cellular and microwave connection can be used only if approved by leadership. Employees 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 employees 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. #LI-BB1

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. $58,700 - $68,200 per year This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance. 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 Humana:

Humana Inc. (

NYSE:

HUM) is a leading U.S. healthcare company. Through our Humana insurance services and our CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health - delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare and Medicaid, families, individuals, military service personnel, and communities at large. Learn more about what we offer at Humana.com and at CenterWell.com. ​ 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. Humana complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, gender identity or religion. We also provide free language interpreter services.

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