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. This role involves performing varied activities and moderately complex administrative/operational/customer support assignments, including computations. You will strive to provide Group or Individual Medicare members with resolutions or pathways to resolution on each call, ensuring a perfect call experience. This position operates in a high-volume, fast-paced call center environment, which may be stressful at times.

Responsibilities

• Address member needs, including complex benefits questions, resolving issues, and educating members.
• Handle 40+ inbound calls daily in a fast-paced call center environment.
• Accurately record details of inquiries, comments, complaints, transactions, or interactions and take prompt/appropriate action, including escalating unresolved and pending member grievances.
• Work under minimal direction within defined parameters to identify work expectations and quality standards, with some latitude over prioritization/timing.
• Follow standard policies/practices that allow some opportunity for interpretation/deviation and/or independent discretion.

Required Qualifications

• Minimum of 2 years of customer service experience.
• Demonstrated experience providing strong customer service, using effective communication skills, strong attention to detail, and active listening.
• Prior experience managing multiple or competing priorities, including the use of multiple computer applications and systems simultaneously.
• Proficiency with Microsoft Office applications, particularly Outlook and Teams.

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

The pay rate for this position is $19.24 per hour ($20.24 for Spanish/English Bilingual; requires language proficiency testing) and is non-negotiable.

Schedule

• Virtual training starts on day one and runs for the first 12 weeks, Monday through Friday, 8:00 AM to 4:30 PM EST.
• After training, shifts are 8 hours between 8:00 AM and 8:00 PM Eastern Time, Monday through Friday.
• Shift bids are based on performance and business needs.
• Some weekends and overtime may be required, especially during peak season (October through March) and as needed by the business.
• No time off is allowed in January (except Humana-observed holidays).

Work Requirements

• Must be hard-wired to the internet connection; wireless, satellite, cellular, and microwave connections are not permitted.
• Work from a dedicated space lacking ongoing interruptions to protect member PHI/HIPAA information.
• Occasional travel to Humana's offices for training or meetings may be required.

Benefits

Humana offers competitive benefits that support whole-person well-being, including medical, dental, and vision benefits, a 401(k) retirement savings plan, paid time off, company and personal holidays, paid parental and caregiver leave, short-term and long-term disability, life insurance, and more.

About Humana

Humana Inc. (NYSE: HUM) is a leading U.S. healthcare company. Through our Humana insurance services and our CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health – delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare and Medicaid, families, individuals, military service personnel, and communities at large.