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’ll handle 40+ inbound calls daily in a fast-paced environment, providing resolutions, educating members, and ensuring a perfect call experience.

Responsibilities

• Resolve member inquiries, including complex benefits questions and issues
• Educate Medicare members on their plans and available services
• Accurately document details of inquiries, transactions, and interactions
• Escalate unresolved or pending member grievances as needed
• Follow department policies while exercising some independent discretion
• Assist with other lines of business (e.g., Member Solutions for escalations) based on business needs

Requirements

• Minimum of 2 years of customer service experience
• Demonstrated ability to provide strong customer service with effective communication and active listening skills
• Experience managing multiple priorities and using multiple computer applications simultaneously
• Proficiency with Microsoft Office applications (Outlook, Teams)
• Hard-wired internet connection (wireless, satellite, cellular, and microwave connections are not permitted)
• Dedicated workspace free from interruptions to protect member PHI/HIPAA information
• Camera must remain on during training and required meetings, with your face fully visible
• Occasional travel to Humana offices for training or meetings may be required

Preferred Qualifications

• Previous inbound call center or related customer service experience
• Previous healthcare experience
• Associate or Bachelor’s degree
• Bilingual in Spanish and English (requires language proficiency testing; pay differential applies)

Schedule

• Training: 8:00 AM – 4:30 PM EST, Monday through Friday, for the first 12 weeks (no time off permitted except for Humana-observed holidays)
• Post-Training: 8-hour shifts between 8:00 AM and 8:00 PM Eastern Time, Monday through Friday
• Shift bids occur periodically based on performance and business needs
• Weekends and overtime may be required, especially during peak season (October–March)
• No time off permitted in January (except Humana-observed holidays)
• Minimum 1 week’s advance notice for required weekends/overtime, though business needs may shorten this

Pay

Starting pay rate is $19.24 per hour ($20.24 for Spanish/English bilingual associates who pass language proficiency testing). This position is non-negotiable and full-time (40 hours per week).

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

Language Proficiency Testing: Associates speaking with members in a language other than English must pass a language proficiency assessment (Interagency Language Rating/ILR test).

Internet Requirements: Minimum download speed of 25 Mbps and upload speed of 10 Mbps (wired cable or DSL connection suggested). Humana reserves the right to require upgrades if necessary.