Medicare Inbound Contacts Representative

Medicare Inbound Contacts Representative

Join to apply for the Medicare Inbound Contacts Representative role at Humana
. This position involves addressing incoming telephone, digital, or written inquiries from Medicare members, providing solutions and ensuring a perfect call experience. The role is high‑volume and may be stressful at times.

$39,000.00/yr – $49,400.00/yr

• Handle 40+ inbound calls daily in a fast‑paced call center environment.
• Record details of inquiries, comments, complaints, transactions, and interactions; take action as needed.
• Escalate unresolved and pending customer grievances and interpret department policy options.
• Work within defined parameters but exercise discretion in prioritization and timing.
• Follow standard policies and practices with opportunity for interpretation or deviation.

• Virtual training in the first 10–12 weeks; schedule 8:00 AM–4:30 PM EST, Monday–Friday.
• Trainings require punctuality, appropriate attire, camera on, and strict attendance rules—no time off during training or within 60 days after training; limited leave during the first 120 days (post‑holiday).
• All associates subject to a 180‑day appraisal period.
• Post‑training: 8‑hour shift 7:45 AM–9:00 PM ET, Monday–Friday.
• Shift bids based on performance and business needs; weekends and overtime may be required, especially during peak season (Oct–Mar); minimum one‑week notice when demanded.
• Position requires learning many systems over time; must remain for 12 months before applying to other Humana opportunities outside individual/group Medicare.

• 2 years of customer service experience.
• Strong customer service with attention to detail and active listening.
• Experience managing multiple or competing priorities across multiple computer applications/systems.
• Proficiency in Microsoft Office, especially Outlook and Teams.
• Excellent verbal communication and active listening to customer needs.

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

• Minimum download speed: 25 Mbps; upload speed: 10 Mbps. Internet must be hard‑wired—no wireless, satellite, cellular, or microwave connections.
• Associates in CA, IL, MT, SD receive bi‑weekly payment for internet expense.
• Humana will supply telephone equipment appropriate to business needs.
• Work from a dedicated space free of interruptions to protect PHI/HIPAA.

Humana associates who speak a language other than English with members must take an ILR language proficiency assessment to ensure competency.

• Text prescreen.
• Virtual Job Experience (VJE) assessment.
• Video prescreen.
• Interview(s) if selected.
• Final offers discussed with recruiter.

Process may take several weeks or less depending on openings, candidate volume, and recruiter schedules. Travel may be required to Humana offices for training or meetings.

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Starting base pay for full‑time (40 hours per week) employment estimated $39,000 – $49,400 per year.

Humana offers competitive benefits: medical, dental, vision, 401(k), paid time off, disability, life insurance, and more.

Humana Inc. (NYSE: HUM) is committed to putting health first—providing insurance services and Center Well healthcare services to millions of people.

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. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with disability or protected veteran status, and to base all employment decisions only on valid job requirements.

This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.