Inbound Contacts Representative

About the role

You are often the first human connection our members have with us. Working remotely, you will report to the Inbound Contacts Supervisor and be part of the Consumer Contacts area of the business. 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

Success in this role means members feel heard, supported, and satisfied with their experience. We aim to be proactive and resolve issues on the first contact whenever possible. Documentation should be complete, clear, and compliant, with a focus on empathizing with frustrated customers and accountability in every interaction.

Requirements

• 2+ years of customer service experience
• Must 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 Qualifications

• Associate or bachelor's degree
• Previous inbound call center experience
• Healthcare or insurance industry experience
• Fluency in Spanish

Schedule

Training: This position is scheduled to start October 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. 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, 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, performance, and tenure.

The initial 180 days of employment constitute an appraisal period. Perfect attendance is required 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. 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 team.

Work at Home Requirements

• 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. 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.

While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.

Pay

The pay range below reflects a good faith estimate of starting base pay for full-time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location, and individual pay will vary based on demonstrated job-related skills, knowledge, experience, education, and certifications.

$39,000 - $49,400 per year

Benefits

Humana offers competitive benefits that support whole-person well-being. Among our benefits:

• 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