Inbound Contacts Representative

About the role

Become a part of our caring community. 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.

Responsibilities

• 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
• Resolve routine to moderately complex issues by following established guidelines and workflows
• Escalate unresolved and pending customer grievances
• Document all interactions, actions taken, and outcomes in internal systems
• Identify issues requiring escalation and ensure handoff to the appropriate teams
• Meet quality, productivity, and customer experience expectations

Requirements

• Minimum 2 years of customer service experience
• 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

Benefits

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.

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.
• 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.

Description of Benefits

Humana, Inc. and its affiliated subsidiaries (collectively, “Humana”) offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.

About Us

About Humana: Humana Inc. (NYSE: HUM) is a leading U.S. healthcare company. Through our Humana insurance services and our CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health – delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare and Medicaid, families, individuals, military service personnel, and communities at large. Learn more about what we offer at Humana.com and at CenterWell.com.

Equal Opportunity Employer

It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.