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 quality standards.
• Follow standard policies and practices with some opportunity for interpretation or deviation.
• May assist with other lines of business, including Member Solutions for 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 during training. Your camera must remain on, showing your full face from the shoulders up, and you must be dressed appropriately.
• 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.
• Peak Season: Some weekends and overtime may be required, especially from October through March. No time off is allowed in January (except Humana-observed holidays). Advance notice for weekends/overtime is provided when possible, but business needs may require shorter notice.
• 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.
• 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).

Pay

The pay rate for this position is $19.24 per hour ($20.24 for Spanish/English bilingual associates, contingent on passing language proficiency testing). This rate is non-negotiable.

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 company and personal holidays, paid parental and caregiver leave.
• Short-term and long-term disability.
• Life insurance.
• Additional opportunities for personal and professional growth.

Internet Connection Requirements: Associates must have a minimum download speed of 25 Mbps and an upload speed of 10 Mbps. Humana reserves the right to require upgrades if necessary.

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