About this job
Responsibilities
The Consumer Service Operations Representative will provide support for our E3 mobile application. The specialist will provide this support in real time via our phone queue and our Salesforce queue. The specialist is the primary point of contact for any E3 application concerns or question and must ensure that a superior level of customer service is provided to our hospice partners and internal teams.
Essential Duties and Responsibilities:
- Collaborate and maintain strong relationships with other departments and leaders in the organization to support a highly responsive client issue resolution model.
- Monitor incoming Salesforce cases to ensure an initial response under 30 minutes
- Monitor case queues to ensure all cases are effectively researched, receive proper follow up, and thorough resolution.
- Maintain open communication with other departments as it relates to your case work. Ensure that the department is working towards a resolution and keep the client informed throughout the process.
- Research reported quality issues to determine root cause and preventative actions using advanced knowledge of PCO workflows, Infinity, E3 Mobile, E3 Connect, Verint, Fortis, and other internal systems as required.
- Handle incoming client calls related to E3 mobile application and provide real time resolution and/or clear guidance on next steps while always maintaining an outstanding level of communication with the client.
- Ensure the accuracy of all documentation and reporting submitted to internal and external customers.
- Communicate status updates on outstanding issues exceeding turnaround time goals to all necessary parties and escalate for immediate follow-up.
- Escalate any issues, concerns or observations that may impact the customer relationship to Patient Care Operations leadership
- Manage special projects related to client initiatives as assigned.
- Perform other duties as assigned by Patient Care Operations leadership
Schedule: Monday through Friday, 12:30PM to 9:00PM EST
Qualifications:
- Must be a current Enclara associate
- Ability to educate hospice staff on E3 mobile application features
- Ability to work independently, multi-task, and manage multiple priorities in a fast-paced team environment
- Excellent verbal and written communication skills
- Ability work collaboratively with other departments and all stakeholders to ensure case resolution
- Ability to problem solve, escalate as needed, and meet established deadlines
- Strong organizational, self-management and follow-up skill set
- Ability to identify, solve and take ownership of issues
- Ability to execute based on troubleshooting guides
- Strong customer service skills and professional demeanor
Computer Skills:
- Must possess knowledge of Microsoft Excel, Outlook, and Word (required)
- Working knowledge of Microsoft Powerpoint (preferred)
- Working knowledge of Enclara Pharmacia systems (required)
- Working knowledge of Salesforce (preferred)
Education and Experience:
- Minimum two years college (preferred)
- Minimum of 6 months of Customer Service experience (required)
- Knowledge of Android and iOS mobile devices (required)
Certificates, Licenses, Registrations:
- CPhT (preferred)
Scheduled Weekly Hours
This is an exciting company headquartered in a city with an excellent quality of life!
Senior Manager, MarketPoint Sales
What I love most about Humana is the unlimited opportunity for growth and advancement.
Manager, Quality Engineering
Working at Humana has provided me the opportunity to reach across other areas of the company, as well as provided opportunities for personal and career growth.
Provider Contracting Professional
When I saw how happy people were working here I wanted to be here. I knew Humana was going to be where I work 25 years and retire from.
Care Coach, Veteran
I am proud to be part of a team that supports clinical growth and innovation.
Project Manager, Care Delivery
Request an Accommodation
If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact yourcareer@humana.com for assistance.
Employment Fraud Notice
Humana will never ask a candidate for money for work equipment and network access or request access to personal accounts during the application process. Learn more about identifying and preventing employment fraud or report a suspected employment fraud case.
California Resident Applicants
If you are a California resident applying for a position and would like to review our California Applicant Privacy Policy, click here: CA Resident Applicant Privacy Policy
Latest Administrative and Support Services Jobs
Latest Jobs
Upcoming Customer Care Events
Our Hiring Process
Apply online
To be considered for a job, you must apply online. Unfortunately, we cannot accept resumes that have been emailed to us. Once you find a job that interests you, simply select “Apply.” It typically takes 15 minutes to fill out the application form. Be sure to update your resume and upload it as you cannot edit the resume or add it after the application has been submitted. Shortly after you submit your application, you will receive a confirmation.
Next Step
If selected to continue with the interview process, you will be contacted through text or email to complete an assessment or schedule an initial live or recorded phone or video interview.
A hiring manager interview
After hiring managers and interview teams carefully consider the skills and experiences of applicants, they contact the top candidates via email or phone to schedule an interview.
Offer from Humana
If you’ve successfully completed the interview process and are identified as the candidate we would like to hire, you will receive an offer from our Talent Acquisition team.
Onboarding
If you accept the offer to join our Humana team, you will receive a welcome call or email to begin the onboarding process.
