Medicare Inbound Contacts Representative

Medicare Inbound Contacts Representative

1 day ago Be among the first 25 applicants. Base pay range: $39,000.00/year – $49,400.00/year. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

• 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 focus 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.

• 2 years of customer service experience.
• Demonstrated experience 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).

• 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, 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.

• At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is recommended.
• Associates in this role are required to be hard‑wired to their internet connection. Wireless, satellite, cellular and microwave connections are not permitted.
• Associates who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi‑weekly payment for their internet expense.
• Humana will provide home or hybrid home/office associates with telephone equipment appropriate to meet the business requirements for their position/job.
• Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.

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.

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

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