Medicare Call Center Representative

Become a part of our caring community as a Medicare Call Center Representative, addressing incoming telephone, digital, or written inquiries from Humana’s Group or Individual Medicare members. You will provide resolutions or pathways to resolution on each call while delivering a perfect call experience, handling complex benefits questions, resolving issues, and educating members.

About the role

• Perform varied activities and moderately complex administrative, operational, and customer support tasks.
• Handle 40+ inbound calls daily in a fast-paced call center environment, which may be stressful at times.
• Accurately record details of inquiries, comments, complaints, transactions, or interactions, and take prompt action, including escalating unresolved or pending member grievances.
• Decisions focus on interpreting department policies and methods for completing assignments with minimal direction, allowing some latitude for prioritization and timing.
• Follow standard policies and practices with some opportunity for interpretation, deviation, or independent discretion.
• May assist with other lines of business, such as Member Solutions (escalations), based on business requirements.

Schedule

• Training: Virtual training starts on day one and runs for the first 12 weeks, Monday through Friday, 8:00 AM to 4:30 PM EST. Attendance is mandatory, with no time off allowed. Camera must remain on, showing your full face (shoulders up) without obstructions. Humana-observed holidays during training are paid.
• Post-Training: Assigned to an 8-hour shift between 8:00 AM and 8:00 PM Eastern Time, Monday through Friday. Shift bids occur periodically based on performance and business needs.
• Overtime/Weekends: Some weekends and overtime may be required, especially during peak season (October through March). No time off is allowed in January (except Humana-observed holidays). Notice for required weekends/overtime is typically one week in advance, though business needs may shorten this.
• Appraisal Period: All associates are subject to a 180-day appraisal period.

Requirements

• Minimum of 2 years of customer service experience.
• Demonstrated experience providing strong customer service, using effective communication skills, and actively listening to customer needs.
• Ability to manage multiple or competing priorities, including using multiple computer applications and systems simultaneously.
• Proficiency with Microsoft Office applications, particularly Outlook and Teams.
• Internet Connection: Hard-wired connection required (no wireless, satellite, cellular, or microwave). Minimum download speed of 25 Mbps and upload speed of 10 Mbps. Humana reserves the right to require upgrades if necessary.
• Work Environment: Dedicated space free from ongoing interruptions to protect member PHI/HIPAA information.
• Travel: Occasional travel to Humana offices for training or meetings may be required.
• Language Proficiency: Associates speaking with members in a language other than English must pass a language proficiency assessment (Interagency Language Rating/ILR test).

Preferred Qualifications

• Previous inbound call center or related customer service experience.
• Previous healthcare experience.
• Associate or Bachelor’s degree.
• Bilingual in Spanish and English (pay rate increases to $20.24/hour upon passing language proficiency testing).

Pay

The pay rate for this position is $19.24 per hour ($20.24 for Spanish/English bilingual associates who pass language proficiency testing). The estimated annual pay range for full-time (40 hours/week) employment is $39,000–$49,400, varying by geographic location and individual qualifications.

Benefits

• Medical, dental, and vision benefits.
• 401(k) retirement savings plan.
• Paid time off, including company and personal holidays, paid parental and caregiver leave.
• Short-term and long-term disability.
• Life insurance.
• Career development opportunities, including support for internal mobility after 12 months in the role (exceptions may apply).