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Humana Inbound Contact Representative in Hialeah, Florida


The Inbound Contact Representative represents the company by addressing incoming telephone, digital, or written inquiries. The Inbound Contact Representative performs varied activities and moderately complex administrative/operational/customer support assignments. Performs computations. Typically works on semi-routine assignments.


At Conviva Care Solutions, we want to inspire people to live life their best healthy life. Conviva Care Solutions is a management services organization representing nearly 300 physician practices, 800 clinicians, and 300,000 patients across the states of Florida and Texas. We need people with a passion for helping others and making change happen. We don't want to be like everyone else in the industry-we want to be better. And we're looking for talent that wants to grow, be challenged and inspired to help make that happen.

Conviva is seeking a dedicated, compassionate and cheerful BI-LINGUAL Inbound Contact Representative who is interested in being part of a team that focuses on excellent service to others.

Essential Functions:

  • Answer phone calls utilizing a multi‐line telephone system

  • Ensure accurate and timely processing of all requests by taking appropriate action, such as scheduling appointments, taking messages, transferring calls to appropriate staff

  • Ensure thorough records are maintained by documenting discussion, messages and actions taken to process inquiries

  • Resolve patient issues through independent problem solving and with a goal of first call

Job Requirements:

  • High school diploma or equivalent

  • Bilingual, English and Spanish- fluent in both languages, written and spoken and must be able to speak, read and write in both languages without limitations or assistance

  • Two years of experience in a highly customer service-oriented environment

  • Strong organizational, written and verbal communication skills

  • Ability to remain calm and helpful even when dealing with upset customers

  • Foster teamwork and partnerships with cross‐functional departments to resolve issues and improve customer experience

  • Basic knowledge of Microsoft Excel

Role Desirables:

  • 1-year experience in a medical office setting utilizing a computer-based practice management software system

  • Ability to handle high call volume and multi‐task while providing an exceptional customer experience

  • Experience in eClinicalWorks or other electronic medical records system such as Epic, Nextgen, Athena Health, NextGen.

  • Experience with Avaya telephony platform desired

  • Knowledge of and strict adherence to HIPAA

Scheduled Weekly Hours