Inbound Contacts Representative

About the role

The Inbound Contacts Representative represents the company by addressing incoming telephone, digital, or written inquiries and performs basic administrative, clerical, operational, customer support, and computational tasks on routine and patterned assignments.

Responsibilities

• Accept ownership for effectively solving customer issues, complaints, and inquiries, keeping customer satisfaction at the core of every decision and behavior.
• Provide a positive experience for members through active listening skills and effective communication.
• Self‑manage with minimal supervision while maintaining high quality standards within established policies, practices, and guidelines.
• Contribute to business strategy by supporting the Pharmacy flexible work model, which may include:
  • Overseeing education/enrollment process
  • Live Chat Support
  • Inbound call support (e.g., Medication Refill, Order status)
  • Outbound call support

Skills

• Ability to accept ownership for solving customer issues, complaints, and inquiries.
• Active listening and effective communication.
• Self‑management with minimal supervision.
• Maintaining high quality standards.
• Supporting the Pharmacy flexible work model across various contact types.

Requirements

• Must reside in one of the following states: KY, IN, CO, FL, OH, TX, AZ, TN, VA, OK, NC.
• Must be able to work a full‑time shift of 40 hours per week and be available to work Monday through Saturday, 8 am–11 pm EST (day off determined by business).
• Must provide a high‑speed DSL or cable modem for a home office (satellite and wireless Internet service are NOT allowed).
• Minimum internet speed: 25 Mbps download × 10 Mbps upload.
• Proficiency in all Microsoft Office programs (Word, PowerPoint, Excel, Access, Outlook, etc.).
• Preferred: 1+ year of customer service experience.
• Ability to work from a dedicated space free of ongoing interruptions to protect member PHI/HIPAA information.
• Occasional travel to Humana's offices for training or meetings may be required.

Benefits

• Medical, dental, and vision benefits.
• 401(k) retirement savings plan.
• Time off (paid time off, company and personal holidays, paid parental and caregiver leave).
• Short‑term and long‑term disability.
• Life insurance.
• Many other opportunities supporting whole‑person well‑being.

Pay

$38,000 – $45,800 per year

Schedule

Scheduled Weekly Hours: 40 (full‑time)