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, answering complex benefits questions, resolving issues, and educating members while delivering a perfect call experience.

About the role

• Perform varied activities and moderately complex administrative, operational, and customer-support tasks
• Accurately record details of inquiries, comments, complaints, transactions, or interactions
• Take prompt action, including escalating unresolved and pending member grievances
• Decisions focus on interpreting department policies and methods for completing assignments
• Work under minimal direction with defined parameters, some latitude over prioritization and timing
• Follow standard policies and practices with opportunity for interpretation and independent discretion
• May occasionally assist with other lines of business, including Member Solutions for escalations

Schedule

• Training: 12-week virtual training starting on day one, 8:00 AM – 4:30 PM EST, Monday through Friday (camera on, no time off allowed)
• Post-training: 8-hour shift between 8:00 AM – 8:00 PM Eastern Time, Monday through Friday
• Shift bids occur periodically based on performance and business needs
• Some weekends and overtime required, especially during peak season (October–March)
• No time off allowed in January (except Humana-observed holidays)
• 180-day appraisal period applies to all associates

Requirements

• Minimum 2 years of customer service experience
• Demonstrated experience providing strong customer service, effective communication, and active listening
• Ability to manage multiple or competing priorities, including simultaneous use of multiple computer applications
• Proficiency with Microsoft Office applications (Outlook, Teams)
• Hard-wired internet connection (wireless, satellite, cellular, and microwave connections 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

Starting pay rate: $19.24 per hour ($20.24 for Spanish/English bilingual associates, contingent on passing language proficiency testing). Pay is non-negotiable.

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
• Career development opportunities

Internet Connection 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.

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