Inbound Contacts Representative

Specialty Inbound Contacts Representative

As a Specialty Inbound Contacts Representative 2, you are often the first human connection our members have with us. Working remotely, you will report to the Inbound Contacts Supervisor and be a part of the Consumer Contacts team. Every interaction is an opportunity to solve a problem, reduce frustration, and create trust. You will support members and providers by answering benefit questions, resolving concerns, and guiding them through next steps, helping ensure they feel informed and supported.

This role is ideal for someone who enjoys helping others and takes pride in delivering a high-quality customer experience.

As a Specialty Inbound Contacts Representative, you will:

• Handle 40+ inbound calls daily from members and providers in a back-to-back call center environment
• Address multiple members and provider needs, including benefit questions, service issues, and general inquiries
• Escalate unresolved and pending customer grievances
• Document all interactions, actions taken, and outcomes in internal systems
• Resolve routine to moderately complex issues by following established guidelines and workflows
• Identify issues requiring escalation and ensure handoff to the appropriate teams
• Meet quality, productivity, and customer experience expectations

What Success Is:

• Members feel heard, supported, and satisfied with their experience
• We are proactive and resolve issues on the first contact whenever possible
• Documentation is complete, clear, and compliant
• Experience empathizing with frustrated customers, and accountability in every interaction

Required:

• Minimum 2 years of customer service experience
• Must reside in the Central or Eastern Time Zone
• Experience documenting customer issues in detail
• Experience assessing support requests in multiple systems simultaneously and escalating based on severity
• Experience interpreting and responding to customer requests
• Experience excelling within performance-focused settings

Preferred:

• Associate or bachelor's Degree
• Previous inbound call center experience
• Healthcare or insurance industry experience

Required

Work Schedule:

Training:

• This position is scheduled to start in August 2026. Training will begin on day one and last up to six weeks with a schedule of 8:30 AM to 5:00 PM Eastern, Monday through Friday.
• Attendance is vital for success, no time off is allowed during training.
• You must be on time, in a quiet environment, with your camera ON during training and for other meetings required by leadership.

Post Training:

• Following training, you will be assigned an 8-hour shift between 8:00 AM and 9:00 PM Eastern, Monday through Friday. Shift bids periodically occur, based on business needs and are based on performance and tenure.
• The initial 180 days of employment as an Inbound Contacts Representative 2 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.
• The department has a strict attendance policy. Time off is not permitted during the first 90 days and is discouraged during the 180-day appraisal period.
• 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 the Specialty team.

Remote Work at Home Requirements

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 who live and work from Home in the state of Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense.
• Associates in this role are required to be hard-wired to their internet connection. Wireless, satellite, cellular and microwave connections are not permitted.
• 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.

Additional Information

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

Interview Process

As part of our hiring process for this opportunity, we will be using technology called Hire Vue to enhance our hiring and decision-making ability. Hire Vue allows us to quickly connect and gain valuable information from you pertaining to your relevant skills and experience at a time that is best for your schedule.

Video Prescreen:
You will receive communication to record a Video Prescreen. This is an online video activity using your phone, tablet, or computer; however, most candidates prefer using a computer or tablet.

Interviews:
Some candidates will be invited to interview. If so, the recruiter will…