Humana Medicare Membership Retention Specialist

Profile

Description

Humana is looking for someone to help continue the successful of a new program providing outright to our Medicare members in New York City. The Medicare Membership Retention Specialist is about of a team that takes a personal approach with members located throughout the 5 boroughs of NYC. In this role you will perform outbound calls, from the comfort of your home, to members regarding their Medicare plans and assisting them with how they can utilize everything Humana has to offer. Also you will work alongside the Marketpoint team and provide mobile support throughout the city a couple days a week once deem safe to do so. This is a great opportunity to join a Fortunate 100 company and a leader within Healthcare in a growing and successful new program that supports our amazing members.

Responsibilities

Where you come in:

Perform 20-30 outbound calls daily to members within Queens focusing on membership retention of current and new members by providing local proactive 'high touch' outreach and enhanced member experience

Within this role you will assist with benefits, enrollment and eligibility, member support, claims interpretation and processing, agent support, onboarding, local agency outreach, billing issues, payments, provider questions and call center operations.

Work alongside the Martkpoint team within NYC to join them on community outreach a couple days a week throughout Queens and other boroughs if needed.

Document and track all interactions based upon CMS guidelines, participate in interdepartmental discussions and planning and assist the Enterprise Test and Learn Committee in measuring retention impact.

The focus areas for membership retention are: Dual-SNP member; Newly enrolled with Humana; and Broker/telesales/online enrollment, or an orphaned member.

Provide a positive and empathic attitude during each interaction with our members to ensure you are providing the prefect customer experience.

COME GROW WITH HUMANA! BENEFITS START ON DAY ONE - STELLAR 401K MATCH - PAID TIME OFF - TUTION ASSISTANCE PROGRAMS - STELLAR WELLNESS/REWARDS PROGRAM

What you need for success! - Required Qualifications

Over a year of inbound and/or outbound call center or related customer service experience

Bilingual in Spanish and English with the ability to effectively communicate both verbal and written to diverse individuals

Demonstrated ability to adjust quickly and navigate new technology, systems and applications

Must reside in New York City, preferable Queens

Must be able to and comfortable commuting/ traveling throughout New York City on a regular basis.

Work at Home Requirements

Must have the ability to provide a high speed DSL or cable modem for a home office (satellite and wireless internet service is NOT allowed for this role). A minimum standard speed for optimal performance of 10x1 (10mbs download x 1mbs upload) is required.

A dedicated work space without ongoing interruptions to protect member PHI / HIPAA information.

What you need to STAND OUT from the crowd!: Preferred Qualifications

Associate's or Bachelor's Degree with the healthcare field of studies

Previous healthcare experience preferably within clerical support

Familiarity with medical terminology and/or ICD-10 codes

CNA or Medical Assistant background

Quality background

Additional Information

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.

Scheduled Weekly Hours

40

Company info

Humana Inc.
Website : http://www.humana.com