TAMPA Medicare Call Center Rep

Overview

The Medicare Call Center Rep (Inbound Contacts Representative
2) represents Humana by addressing incoming telephone, digital, or written inquiries. The Medicare Call Center Rep performs varied activities and moderately complex administrative / operational / customer support assignments. Performs calculations. Typically works on semi‑routine assignments.

In this position, you will strive to provide our Group or Individual Medicare members with a resolution or pathway to resolution on each call, while providing a perfect call experience.

• You will handle 40+ inbound calls daily from our members in a fast‑paced inbound call center environment. This is a high‑volume call center setting, which may be stressful at times.
• You will accurately record details of inquiries, comments or complaints, transactions or interactions, and take prompt / appropriate action, including escalating unresolved and pending member grievances.
• Decisions are typically focused on interpretation of area / department policy and methods for completing assignments.
• You will work under minimal direction within defined parameters to identify work expectations and quality standards but will have some latitude over prioritization / timing.
• You will follow standard policies / practices that allow some opportunity for interpretation / deviation and / or independent discretion.

• You must reside within a 50-mile radius of Humana’s Tampa, Florida offices, located at 4030 W. Boy Scout Blvd., Tampa, FL 33615.
• You must have demonstrated experience with providing strong customer service, using effective communications skills and strong attention to detail, while also actively listening to their needs.
• You must have prior experience managing multiple or competing priorities, including use of multiple computer applications and systems simultaneously.
• You must be proficient with Microsoft Office applications, particularly Outlook and Teams.

• Previous inbound call center or related customer service experience.
• Bilingual in Spanish and English (see Language Proficiency Testing below).

Virtual training will start on day one of employment and runs for the first 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 for the entire duration of training and for other meetings required by leadership. Your entire face, from the shoulders up, must be clearly visible with no obstructions.
• Attendance is vital for success, so no time off is allowed during training. 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 8:00 AM and 8:00 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 through March and as needed by the business. No time off is allowed in January of each year (except Humana-observed holidays). We strive to provide a minimum of a week’s advance notice for required weekends and / or overtime; however, at times business needs do not allow for a week’s advance notice.
• This opportunity involves working in a call center environment to support Humana Medicare members. As part of your career development for this position, you may be asked to assist with other lines of business. This will be based on business requirements and may include Member Solutions, which handles escalations.
• Humana strongly supports your career growth! All Humana positions require learning many systems, policies, and tools, and it takes time to become proficient in the role. All associates who wish to apply for positions must have been in their present position for a period of twelve (12) months, unless the best interests of the company are served by a shorter period of service.

IMPORTANT:
While you see an estimated pay range…