Medicare Inbound Contacts Representative

Medicare Inbound Contacts Representative

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

This range is provided by Humana. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

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

The Medicare Inbound Contact Representative 2 represents the company by addressing incoming telephone, digital, or written inquiries. The Medicare Inbound Contact Representative 2 performs varied activities and moderately complex administrative/operational/customer support assignments. Performs computations. Typically works on semi-routine assignments.

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

The Medicare Inbound Contact Representative 2 addresses customer needs which may include complex benefit questions, resolving issues, and educating members. This is a high-volume call center setting, which can be stressful at times.

• Handles 40+ inbound calls daily from members in a fast-paced inbound call center environment.
• Records details of inquiries, comments or complaints, transactions, or interactions, and takes action accordingly.
• Escalates unresolved and pending customer grievances. Decisions are typically focused on interpretation of area/department policy and methods for completing assignments.
• Works within defined parameters to identify work expectations and quality standards, but has some latitude over prioritization/timing, and works under minimal direction.
• Follows standard policies/practices that allow for some opportunity for interpretation/deviation and/or independent discretion.

• Virtual training will start day one of employment and runs for the first 10 to 12 weeks with a schedule of 8:00 AM to 4:30 PM EST, Monday through Friday.
• You must be on time, dressed appropriately, with your camera ON during training and for other meetings required by leadership.
• Attendance is vital for success, so no time off is allowed during training or within 60 days following training. Time off during your initial 120-days of employment is extremely limited. Exception:
  Should a Humana-observed holiday occur during training or within the initial 120-days of employment, you will have the holiday off (paid).
• All associates are subject to a 180-day appraisal period.
• Following training, you will be assigned to an 8-hour shift between the hours of 7:45 AM and 9:00 PM Eastern Time, Monday through Friday.
• Shift Bids take place periodically and are based on performance and business needs.
• Some weekends and overtime may also be required, especially during our peak season of October-March and as needed by the business. We strive to provide a minimum of a week’s advance notice for weekends and overtime.
• This position requires learning many systems, policies, and tools, and it takes time to become proficient in the role. You must be willing to remain in this position for a period of twelve (12) months before applying to other Humana opportunities outside of Individual or Group Medicare.

• 2 years of customer service experience
• Demonstrated experience with providing strong customer service and attention to detail while actively listening.
• Prior experience managing multiple or competing priorities, including use of multiple computer applications / systems simultaneously.
• Proficiency with Microsoft Office applications, particularly Outlook and Teams
• Prior experience effectively communicating with customers verbally and actively listening to their needs.

• Associate or Bachelor’s degree
• Previous inbound call center or related customer service experience
• Previous healthcare experience
• Bilingual in Spanish and English (see Language Proficiency Testing below)

• At minimum, a download speed of 25 Mbps…