Inbound Contacts Representative

About the role

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.

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
• 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

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

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.

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.

Work from 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.
• 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 protect member PHI / HIPAA information.

Additional Information

Please attach your resume to your application (PDF or Word format).

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.