Medicare Call Center Representative

About the Role

The Medicare Call Center Rep (Inbound Contacts Representative 2) represents Humana by addressing incoming telephone, digital, or written inquiries from Group or Individual Medicare members. This role involves providing resolutions, educating members on complex benefits, and ensuring a perfect call experience in a high-volume, fast-paced call center environment.

Responsibilities

• Handle 40+ inbound calls daily, resolving member inquiries, complaints, or issues.
• Accurately record details of interactions and take appropriate action, including escalating unresolved grievances.
• Work under minimal direction to prioritize tasks and meet quality standards.
• Assist with other lines of business, including Member Solutions for escalations, as part of career development.

Requirements

• Minimum 2 years of customer service experience.
• Demonstrated strong customer service, communication, and active listening skills.
• Experience managing multiple priorities and using multiple computer systems simultaneously.
• Proficiency with Microsoft Office applications, particularly Outlook and Teams.

Qualifications

• Previous inbound call center or related customer service experience (preferred).
• Previous healthcare experience (preferred).
• Associate or Bachelor's degree (preferred).
• Bilingual in Spanish and English (requires language proficiency testing).

Pay

The pay rate for this position is $19.24 per hour ($20.24 for Spanish/English Bilingual). This rate is non-negotiable.

Schedule

• Virtual training: 8:00 AM to 4:30 PM EST, Monday through Friday, for the first 12 weeks.
• Post-training shift: 8-hour shift between 8:00 AM and 8:00 PM EST, Monday through Friday.
• Periodic shift bids based on performance and business needs.
• Some weekends and overtime required, especially during peak season (October–March) and as needed.

Benefits

Humana offers competitive benefits, including medical, dental, and vision insurance, 401(k) retirement plan, paid time off, holidays, parental and caregiver leave, disability, life insurance, and more.

Additional Information

• Work-at-home requirements: Hard-wired internet connection (minimum 25 Mbps download, 10 Mbps upload) and a dedicated workspace.
• Occasional travel to Humana offices for training or meetings may be required.
• Scheduled weekly hours: 40.