Inbound Contacts Representative

🔥 0 minutes ago

🌲 North Carolina, Ohio, +3 more states – Remote

🌲 North Carolina – Remote 🏈 Ohio – Remote 🌪️ Oklahoma – Remote 🏰 Missouri – Remote 🧀 Wisconsin – Remote

💵 $39k - $49.4k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

🚫👨‍🎓 No degree required

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Humana

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1961

🏥 Healthcare

🛡️ Insurance

⚕️ Healthcare Insurance

Healthcare • Insurance • Healthcare Insurance

Humana is a healthcare company dedicated to making a positive impact on the health of individuals, communities, and the healthcare system as a whole. With a focus on putting health first, Humana serves a diverse range of populations, including seniors and the military, providing Medicare Advantage HMO, PPO, and PFFS plans. Humana is committed to fostering a culture of belonging and mutual respect, offering competitive and flexible benefits to ensure the financial security of its employees and their families. The company prides itself on creating an inclusive workplace where everyone has the opportunity to succeed.

📋 Description

• Handle 40+ inbound calls daily from members and providers in a back-to-back call center environment • Address benefit questions, service issues, and general inquiries • Escalate unresolved and pending customer grievances • Document all interactions, actions taken, and outcomes in internal systems • Resolve routine to moderately complex issues by following established guidelines and workflows • Identify issues requiring escalation and ensure handoff to appropriate teams • Meet quality, productivity, and customer experience expectations • Support members and providers by answering benefit questions, resolving concerns, and guiding them through next steps • Participate in required training, meetings, and the 180-day appraisal period • Work assigned 8-hour shifts between 8:00 AM and 9:00 PM Eastern, Monday through Friday

🎯 Requirements

• 2+ years of customer service experience • Must reside in the Central or Eastern Time Zone • Experience documenting customer issues in detail • Experience assessing support requests in multiple systems simultaneously and escalating based on severity • Experience interpreting and responding to customer requests • Experience excelling within performance-focused settings • Fluency in Spanish required • Ability to work in a back-to-back call center environment • Ability to work from a dedicated, interruption-free space protecting member PHI/HIPAA information • Minimum home internet speed of 25 Mbps download and 10 Mbps upload • Must attend up to six weeks of training from 8:30 AM to 5:00 PM Eastern, Monday through Friday • Must have camera on during training and required leadership meetings • Must remain in the position for 12 months before applying to other Humana opportunities outside the team • Preferred: Associate or bachelor's degree • Preferred: Previous inbound call center experience • Preferred: Healthcare or insurance industry experience

🏖️ Benefits

• Medical benefits • Dental benefits • Vision benefits • 401(k) retirement savings plan • Paid time off • Company holidays • Personal holidays • Paid parental leave • Paid caregiver leave • Short-term disability • Long-term disability • Life insurance • Remote work arrangement • Dedicated home workspace • Occasional travel to Humana offices for training or meetings