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. They perform varied activities and moderately complex administrative/operational/customer support assignments, including computations. They typically work on semi‑routine assignments.

The representative addresses incoming inquiries from Medicare members, striving to provide a resolution or pathway to resolution on each call while ensuring a perfect call experience.

They handle 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 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.
• Works within defined parameters to identify work expectations and quality standards, with some latitude over prioritization/timing and working under minimal direction.
• Follows standard policies/practices that allow for some opportunity for interpretation/deviation and independent discretion.

• Virtual training starts day one and runs 10–12 weeks, schedule 8:00 AM–4:30 PM EST, Monday–Friday.
• Must be on time, dressed appropriately, with camera on during training and leadership meetings.
• Attendance is vital; no time off during training or within 60 days following training. Time off during the initial 120 days is extremely limited, except for paid holidays.
• All associates subject to a 180‑day appraisal period.
• After training, assigned to an 8‑hour shift between 7:45 AM and 9:00 PM EST, Monday–Friday.
• Shift bids take place periodically based on performance and business needs.
• Some weekends and overtime may be required, especially Oct–Mar peak season; minimum one week’s advance notice.
• Position requires learning many systems, policies, and tools; must remain in this role for 12 months before applying to other Humana opportunities outside of Individual or Group Medicare.

• 2 years of customer service experience.
• Demonstrated experience providing strong customer service, attention to detail, and active listening.
• Experience managing multiple or competing priorities, including use of multiple computer applications/systems simultaneously.
• Proficiency with Microsoft Office, particularly Outlook and Teams.
• Effective verbal communication with customers and active 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).

• Minimum download speed 25 Mbps and upload 10 Mbps recommended.
• Must be hard‑wired to internet connection; wireless, satellite, cellular, and microwave connections are not permitted.
• Associates in California, Illinois, Montana, or South Dakota receive bi‑weekly payment for internet expense.
• Humana provides telephone equipment appropriate to meet business requirements.
• Work from a dedicated space lacking 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 (ILR) test as provided by the Federal Government.

• Please attach your resume to your application (PDF or Word format).

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