Bilingual (English/Mandarin) Medicare Membership Retention Specialist - (HYBRID REMOTE) Flushing, NY


Job Description
**Description** Humana is continuing to grow! This opening for a Medicare Membership Retention Specialist will focus on membership retention of current and new members by providing local proactive 'high touch' outreach and enhanced member experience. This role includes functions relative to 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. The Retention Specialist will regularly exercise discretion and judgment in prioritizing requests, interpreting and adapting procedures, processes and techniques. **Responsibilities** The Medicare Membership Retention Specialist will be responsible for the Healthcare Insurance market in their the assigned territory covering Flushing, Queens, NYC. You will focus on by providing local proactive customer service as it relates to member's plan i.e. benefits, enrollment, eligibility, billing issues, payments, provider questions. This role will be responsible for making outbound calls as well as handling escalations with Contact provider offices, Contact Pharmacy's, Handling of escalated issues, and providing collaboration and resolution. Representatives must document and track all interactions based upon CMS guidelines, participate in interdepartmental discussions in planning and assisting the Enterprise Test and Learn Committee in measuring retention impact. **This is a Hybrid Remote position in which you will work 2-3 days in the field and the rest of the time at your home office. Applicants must live in the NYC Metro area within a commuting distance of 15-30 minutes to their territor** y. This is an amazing opportunity to join a Fortune 100 company that continues to expand and grow!! ****Are you looking for a CAREER and not just a JOB?**** **Your FUTURE is here with us - COME GROW WITH HUMANA!** **Benefits Start on Day One! Great 401k Match! Tuition Assistance Programs! Professional Development! Advancement Opportunities!** **Required Qualifications** + **Bilingual in English and Mandarin --ability to read, write and speak both languages fluently** + **2 years Medicaid/Medicare knowledge or experience** + **2+ years of customer service experience, preferably in a role focused on customer retention and resolving/preventing customer issues** + **Escalations and Issue resolutions experience** + **Previous inbound and/or outbound call center or related customer service experience** + Adaptability in working at home and out in the field + Proficient in Microsoft Office Outlook and Word + Excellent verbal, listening and written communication skills + Aptitude for quickly learning and navigating new technology, systems and applications + Working knowledge of computers + If progressed to offer, you will be required to: + Provide proof of full vaccination, including boosteror commit to testing protocols **OR** Provide proof of applicable exemption including any required supporting documentation + Medical, religious, state and remote-only work exemptions are available. **Work Location Territory** : **Flushing, Queens, NYC - Specialists must reside in the NYC Metro area within a commutable distance since it is a hybrid remote position.** **Preferred Qualifications** + Associate's or Bachelor's Degree + Healthcare experience and/or sales or business development + Clerical support background in a healthcare environment + Familiarity with medical terminology + Medicare experience strongly preferred **Work at Home/Remote Requirements** + WAH requirements: Must have the ability to provide a high speed DSL or cable modem for a home office. Associates or contractors who live and work from home in the state of California will be provided payment for their internet expense. + A minimum standard speed for optimal performance of 25x10 (25mpbs download x 10mpbs upload) is required. + Satellite and Wireless Internet service is NOT allowed for this role. + A dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information **How we Value You** + Health/Vision/Dental Benefits Effective day one + Competitive pay/salary ranges + PTO + VTO day + Associate Incentive Plan + 401K Match- Immediate Company match of 125 percent on the first 6 percent of your pretax 401(k) or Roth 401(k) contributions. + Well-being program + Tuition Reimbursement **Interview Format** + 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. + After submitting your application, If you are selected to move forward from your application prescreen, you will receive correspondence inviting you to participate in a SMS Text Messaging interview provided by Montage/Modern Hire, a third-party vendor. If participating in a SMS Text interview, you will be asked a series of questions to which you will be using your cell phone to answer the questions provided. Expect this type of interview to last anywhere from 5-10 minutes. Your recorded interview(s) via text and/or pre-recorded voice will be reviewed and you will subsequently be informed if you will be moving forward to next round of interviews. + if you are selected to move forward you will receive an email to complete the Virtual Job Experience (VJE). This is an online activity where you will learn more about Customer Care jobs at Humana, try out some of the most common job tasks, and tell us more about yourself. Most people complete the VJE in approximately 30 minutes. To complete it, you will need a smart phone, computer or tablet with internet access, and speakers/headphones. We do not make job offers to candidates that do not complete the VJE. The email will come from,please add to your contacts or safe senders list to avoid this going to your spam folder. #LI-Hybrid #Humana #Growwithus **Scheduled Weekly Hours** 40 **New York City Pay Range** The compensation range represents a good-faith estimate of starting pay at the time of posting and may vary based on geographic location and/or employment type. Individual pay decisions will vary based on demonstrated job-related skills such as education, experience, certifications, etc. 43,500-59,925 **Pay Type** Hourly **Incentive** 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.