Inbound Contacts Representative

** Become a part of our caring community*
* Humana is looking for Inbound Contacts Representatives to be a part of our Provider Call Center; 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 Medicare 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 an Inbound Contacts Representative 2, you will:*
* + Handle 40+ inbound calls daily from 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:*
* + Providers feel heard, supported, and satisfied with their experience

+ You 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

** Use your skills to make an impact*
* *
* Required:

*
* + 2+ years of Customer Service experience

+ Strong typing and computer navigation skills

+ Ability to manage multiple or competing priorities, including use of multiple computer applications simultaneously

+ Effective verbal and listening communication skills

** Preferred:*
* + Associate's or Bachelor's Degree

+ Prior inbound call center experience

+ Prior Healthcare experience

+ Bilingual (English and Spanish); with the ability to read, write, and speak English and Spanish

** Required

Work Schedule:

*
* ** _Training:_*
* + Virtual Training will start day one of employment and runs 6-7 weeks with a schedule of 9:00 am - 5:30 pm Eastern Time, Monday
- Friday (8:00 am - 4:30 pm Central Time, Monday
- Friday).

+ Attendance is vital for success; other than Humana-observed holidays,  
** 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, must be available to work ANY 8-hour shift between the hours of 8:00 am - 8:00 pm Eastern Time, Monday
- Friday (7:00 am - 7:00 pm Central Time, Monday
- Friday) **. Subject to change based on business needs.*
* + You will learn about 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 this team.

** Additional Information*
* +  
** ATTACH YOUR RESUME TO YOUR APPLICATION (PDF OR WORD FORMAT)*
* +  
** Language Proficiency Testing:
** 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.

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* NOTE:

** Depending on the number of openings, the number of candidates who apply, and the schedules of interviewers and recruiters, this process may take several weeks or less; however, know that we are working hard to proceed as quickly as possible and to keep you informed.

Work at Home Requirements:
To ensure Home or Hybrid Home/Office employees' ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria:
At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested. In certain roles, the minimum recommended internet speed required by Humana may not be sufficient for business needs. Humana reserves the right to require associates to upgrade their internet service if necessary. Work from a dedicated space lacking ongoing interruptions to…