Medicare Inbound Contacts Representative

Medicare Inbound Contacts Representative

Join to apply for the Medicare Inbound Contacts Representative role at Humana.

$39,000.00/yr - $49,400.00/yr

The Medicare Inbound Contact Representative 2 represents Humana by addressing incoming telephone, digital, or written inquiries from Medicare members. The representative strives to provide each member a resolution or pathway to resolution while delivering a perfect call experience.

• Handles 40+ inbound calls daily in a fast‑paced environment.
• Records details of inquiries, complaints, or transactions and takes appropriate action.
• Escalates unresolved issues and cases requiring additional support.
• Focuses on interpreting policies to complete assignments within defined parameters.
• Works with independent discretion under minimal direction, maintaining quality standards.

• Virtual training runs from 8:00 AM to 4:30 PM EST, Monday‑Friday, for the first 10‑12 weeks.
• Mandatory attendance; no time off during training or the first 60 days thereafter.
• Following training, an 8‑hour shift between 7:45 AM and 9:00 PM Eastern Time, Monday‑Friday.
• Shift selection based on performance and business needs; weekends and overtime may be required during peak seasons.
• Minimum commitment of 12 months before applying for other Humana opportunities.

• 2 years of customer service experience.
• Strong customer service focus with attention to detail and active listening skills.
• Experience managing multiple priorities using multiple computer applications.
• Proficiency with Microsoft Office, especially Outlook and Teams.
• Effective verbal communication with customers.

• Associate or Bachelor’s degree.
• Inbound call center or related customer service experience.
• Healthcare experience.
• Bi‑lingual in Spanish and English.

• Minimum 25 Mbps download and 10 Mbps upload speeds.
• Hard‑wired internet connection required.
• California, Illinois, Montana, or South Dakota residents receive a bi‑weekly internet stipend.
• Telephone equipment provided as needed.
• Private workspace with no disruptions to protect member PHI/HIPAA.

Applicants who speak a language other than English must complete a language proficiency assessment. The Interagency Language Rating test is provided by a federal government vendor.

PLEASE ATTACH YOUR RESUME TO YOUR APPLICATION (PDF OR WORD FORMAT).

• Text prescreen via SMS and email to complete initial questions.
• Virtual Job Experience (VJE) assessment, approximately 30 minutes, to learn about the role.
• Video prescreen after successful VJE.
• Possible interview(s) with recruiters.
• Final offer discussion with a recruiter.

Process timing varies, but we strive to keep candidates informed. This remote position may require occasional travel to Humana offices for training or meetings.

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$39,000 - $49,400 per year.

Humana offers medical, dental, vision, 401(k), paid time off, disability, life insurance, and other benefits to support whole‑person well‑being.

Humana Inc. is committed to putting health first for our teammates, customers, and company. We help millions achieve better health through our services.

It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status. Humana takes affirmative action and bases all employment decisions on valid job requirements.