Medicare Inbound Contacts Representative

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. The Medicare Inbound Contact Representative 2 performs varied activities and moderately complex administrative/operational/customer support assignments. Performs computations. Typically works on semi-routine assignments.

The Medicare Inbound Contact Representative 2 represents Humana by addressing incoming telephone, digital, or written inquiries from Medicare members. The Medicare Inbound Contact Representative 2 strives to provide the member a resolution or pathway to resolution on each call while providing a perfect call experience.

The Medicare Inbound Contact Representative 2 addresses 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 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 are typically focused 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.

Use your skills to make an impact

• 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 of employment, 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.

• 2 years of customer service experience

• Demonstrated experience with 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)

To ensure Home or Hybrid Home/Office associates’ ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office associates must meet the following criteria:

• 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…