Medicare Inbound Contacts Representative

Medicare Inbound Contacts Representative

Base pay range: $39,000.00/yr - $49,400.00/yr

Become a part of our caring community and help us put health first

The Medicare Inbound Contact Representative 2 represents the company by addressing incoming telephone, digital, or written inquiries from Medicare members. The representative strives to provide the member a resolution or pathway to resolution on each call while ensuring a perfect call experience. The role addresses complex benefit questions, resolves issues, and educates 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 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.

• Virtual training starts day one and runs for 10–12 weeks with a schedule of 8:00 AM to 4:30 PM EST, Monday through Friday.
• Attendance is vital: no time off allowed during training or within 60 days following training; extremely limited time off during initial 120 days.
• 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 Eastern Time, Monday–Friday.
• Shift bids are based on performance and business needs.
• Some weekends and overtime may be required, especially during peak season (Oct–Mar). Provide at least one week’s advance notice.
• Position requires remaining for twelve (12) months before applying to other Humana opportunities outside of Individual or Group Medicare.

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

• 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 of 25 Mbps and upload speed of 10 Mbps recommended.
• Associates required to be hard‑wired; wireless, satellite, cellular, or microwave connections not permitted.
• California, Illinois, Montana, or South Dakota residents receive bi‑weekly internet expense payment.
• Humana will provide phone equipment appropriate for role/job.
• Work from a dedicated space free of 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 (Interagency Language Rating test). Applicants must complete the ILR test provided by the Federal Government.

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

• Text Prescreen: shortly after submitting your application, you may receive a text or email requesting yes/no answers.
• Assessment: if selected, you will receive an email to complete the Virtual Job Experience (VJE), approximately 30 minutes.
• Video Prescreen: if successful with VJE, you will receive a communication to record a Video Prescreen.
• Interviews: selected candidates may be invited to interview; recruiter will schedule.
• Offers: finalists receive offer discussion from recruiter.

Depending on the number of openings, candidates applied, and interview schedules, this process may take several weeks or less; we work to proceed quickly and keep you informed.

Travel: while this is a remote position,…