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Job Details

Outbound Contacts Representative - Your Home Advantage

Troy, MI, United States

Posted on
Apr 09, 2021

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Your Home Advantage (YHA) is a Humana-owned Healthcare Management Company dedicated to improving clinical and quality outcomes by bridging the gap between the physician's office and the member's home. YHA provides prospective home visits conducted by licensed and trained clinical practitioners who perform In-Home Wellness Assessments (IHWA). The IHWA was established to identify and assess Humana Medicare Advantage members who are at risk of excessive utilization of future health related services and to supplement Humana's Health Assessment Program.


The Outbound Contacts Representative makes outbound calls to health plan members to coordinate and schedule In-Home one-on-one health assessments. Subsequently assigns and schedules contracted Nurse Practitioner providers for each confirmed health assessment appointment. The Outbound Contacts Representative 2 also performs necessary follow up with members. Ensures responses to member inquiries are completed on a timely basis to achieve service and quality standards. Follows standard policies/practices and works to meet or exceed departmental scheduling Key Performance goals (Call Quality, ACW, Work loss, Bookings per Hour, etc.).

Additional Responsibilities:

Accurately and concisely, documents customer feedback and special needs indicated during each call in computer based system.
Identifies and addresses the member's concerns and anticipates future needs by providing additional information, as needed.

The shift for this position is 9AM-5:30PM Monday-Friday with occasional overtime and weekends required. It is essential that representatives are on time and maintain good attendance on a daily basis.

Required Qualifications

High School Diploma or equivalent
2 years successful work experience
Engaging and persuasive customer service skills
Demonstrated ability to explain/educate on the benefits of a service or program and overcome objections to participation.
Capacity to multi-task, including use of multiple computer applications and monitors simultaneously.
Proficiency in Microsoft Office applications including Outlook, Word and Excel
Adaptable with the ability to thrive in a fast paced environment
Strong typing and computer navigation skills
Effective verbal and listening communication skills
Experience in a metrics driven, performance environment
Respond well to coaching and supervision
Must have a separate room with a locked door that can be used as a home-office to ensure you and your members have absolute and continuous privacy while you work.
Must have accessibility to high speed DSL or cable modem for a home office (Satellite internet service is NOT allowed for this role); and recommended speed for optimal performance from Humana systems is 10M x 1M

P referred Qualifications

Associate's or Bachelor's Degree
Bilingual proficiency
Experience in healthcare
6 months call center experience
Previous soft sales experience, retail sales experience or service sales experience.

Additional Information

Benefits Begin Day 1!

At Humana, people come first, and that means adding to personal well-being experiences and encouraging conscious living so that every person within a community can be his or her best self. Full time associates enjoy competitive pay and a comprehensive benefits package:

23 Paid Days Off, 7 Paid Holidays, 2 Personal Holidays, 1 Day Volunteer Time, 30 minutes of Well-being time each week to invest in yourself parental leave, caregiver leave, short term disability, tuition assistance, scholarship program, student loan refinancing services, devastating event assistances and more
Medical, Dental, Vision, & supplemental insurances
125% Retirement Match on the first six percent of pretax contributions on your 401K with full vesting after two years
Join the Wellbeing Movement with programs to earn money, gift cards, or prizes for healthy behavior

Scheduled Weekly Hours


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