Medicare Inbound Contacts Representative

Medicare Inbound Contacts Representative

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

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

• Handles 40+ inbound calls daily from members in a fast‑paced 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.”
• Follows standard policies/practices that allow for some opportunity for interpretation/deviation and/or independent discretion.

• Virtual training starts day one and runs for the first 10–12 weeks with a schedule of 8:00 AM to 4:30 PM EST, Monday through Friday.
• Must be on time, dressed appropriately, with camera on during training and other required meetings.
• Attendance is vital: no time off is allowed during training or within 60 days following training; time off during the first 120 days is extremely limited (exception being paid holiday if observed during this period).
• All associates are 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 through Friday.
• Shift bids take place periodically and are based on performance and business needs.
• Some weekends and overtime may be required, especially during peak season (October–March); minimum of one week’s advance notice is provided.
• Must remain in this position for 12 months before applying to other Humana opportunities outside of Individual or Group Medicare.

• 2 years of customer service experience.
• Demonstrated ability to provide 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).

• Minimum download speed of 25 Mbps and upload speed of 10 Mbps; hard‑wired connection required.
• Wireless, satellite, cellular, and microwave connections are not permitted.
• Associates in California, Illinois, Montana, or South Dakota will receive a bi‑weekly payment for internet expense.
• Humana will provide suitable telephone equipment for the position.
• Work from a dedicated space with no 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).

• Text prescreen:
  Shortly after submitting your application, you may receive a text message and email requesting you to complete prescreen questions with yes or no answers.
• Assessment:
  Selected candidates receive an email to complete the Virtual Job Experience (VJE), an online activity that takes approximately 30 minutes.
• Video prescreen:
  Following a successful VJE, a communication to record a Video Prescreen will be sent.
• Interviews:
  Some candidates will be invited to interview; the recruiter will schedule.
• Offers:
  Finalists will receive a recruiter’s call to discuss an offer.

Depending on the number of openings, applicants, and recruiter schedules, the process may take several weeks. We are working to proceed as quickly as possible and keep you informed.

While this is a remote position, occasional travel…