Inbound Call Center Representative

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

The Inbound Contacts Representative 2 represents the company by addressing incoming telephone, digital, or written inquiries. The Inbound Contacts Representative 2 performs varied activities and moderately complex administrative/operational/customer support assignments. Performs computations. Typically works on semi-routine assignments.

The Inbound Contacts Representative 2 addresses customer needs which may include complex benefit questions, resolving issues, and educating members. Records details of inquiries, comments or complaints, transactions or interactions and takes action in accordance to it. Escalates unresolved and pending customer grievances. Decisions are typically 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.

• 2+ years of customer service experience.

• Demonstrated experience with providing exceptional customer service and attention to details while listening on calls.

• Prior experience managing multiple or competing priorities, including use of multiple computer applications simultaneously.

• Prior experience effectively communicating with customers verbally and listening to their needs.

• Must be able to accurately and completely document member needs, inquiries, or questions during calls within multiple systems.

• Associate or Bachelor’s degree.

• Prefer candidates residing in our current Medicaid market locations of Indiana, Texas, Louisiana, or Atlanta, GA

• Bilingual English/Spanish. Must be able to speak, read and write in both languages without limitations or assistance. See Additional Information on testing.

• Prior inbound call center or related customer service experience.

• Prior healthcare experience.

• Proficiency with Microsoft Office applications, particularly Outlook and Teams

• This position is tentatively scheduled to start on February 9, 2026. Virtual training begins on day one of employment and will run for the first 8 weeks with a schedule of 8:00 AM to 4:30 PM EST, Monday - Friday.

• You must be on time, dressed appropriately / camera ready, with your camera on during training and for other meetings required by leadership.

• Attendance is vital for your success; no time off will be allowed during training or within the first sixty (60) days following.

• The initial 180 days of employment as an Inbound Contact Center Representative constitute an appraisal period. This Appraisal Period is essential to your learning and development, which is why we ask for perfect attendance during both the classroom training and nesting periods.

• 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.

• Hours of operation are Monday – Friday, 8:00 AM – 8:00 PM EST.

• Some overtime may be required, based on business needs.

• 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…