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.

About the role

This position involves performing varied activities and moderately complex administrative, operational, and customer support tasks. You will handle 40+ inbound calls daily in a fast-paced call center environment, addressing member needs such as complex benefits questions, issue resolution, and education. Decisions are typically focused on interpreting department policies and methods, with some latitude for prioritization and independent discretion.

• Accurately record details of inquiries, comments, complaints, transactions, or interactions
• Take prompt and appropriate action, including escalating unresolved or pending member grievances
• Work under minimal direction within defined parameters to meet work expectations and quality standards
• Follow standard policies and practices with some opportunity for interpretation or deviation
• Occasionally assist with other lines of business, including Member Solutions for escalations, based on business requirements

Schedule

Training 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. Attendance is mandatory, with no time off allowed during training. Your camera must remain on, showing your full face from the shoulders up, and you must be dressed appropriately.

Post-Training Schedule: After training, you will be assigned 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. 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 for Humana-observed holidays. Weekend and overtime requirements will typically be communicated at least one week in advance, though business needs may occasionally prevent this.

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
• Hard-wired internet connection (wireless, satellite, cellular, and microwave connections are not permitted)
• Dedicated workspace free from ongoing interruptions to protect member PHI/HIPAA information
• 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; see below)

Pay

The pay rate for this position is $19.24 per hour. For Spanish/English bilingual associates who pass the language proficiency test, the rate is $20.24 per hour. This rate is non-negotiable.

Language Proficiency Testing

Any Humana associate who speaks with a member in a language other than English must take a language proficiency assessment (Interagency Language Rating (ILR) test) provided by an outside vendor to ensure competency.

Internet Connection Requirements

Associates in this role must have a hard-wired internet connection with a minimum download speed of 25 Mbps and an upload speed of 10 Mbps. Wireless, satellite, cellular, and microwave connections are not permitted. Humana reserves the right to require associates to upgrade their internet service if necessary.

Benefits

Humana offers competitive benefits designed to support whole-person well-being, including:

• Medical, dental, and vision benefits
• 401(k) retirement savings plan
• Paid time off (including paid holidays, company holidays, and personal holidays)
• Paid parental and caregiver leave
• Short-term and long-term disability
• Life insurance
• Additional opportunities for career growth and development

All associates are subject to a 180-day appraisal period.