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.
• Accurately record details of inquiries, transactions, and interactions.
• Escalate unresolved or pending member grievances as needed.
• Follow standard policies while exercising some independent discretion.
• Perform computations and manage multiple priorities using various computer applications.
• Assist with other lines of business, such as Member Solutions (escalations), based on business needs.

Requirements

• Minimum of 2 years of customer service experience.
• Demonstrated ability to provide strong customer service with effective communication, attention to detail, and active listening.
• Experience managing multiple or competing priorities, including simultaneous use of multiple computer applications.
• 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 interruptions to protect member PHI/HIPAA information.
• Camera must be on during training and required meetings, with your face clearly visible from the shoulders up.

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).

Schedule

• Training: 8:00 AM – 4:30 PM EST, Monday through Friday, for the first 12 weeks. No time off allowed during training, except for Humana-observed holidays.
• Post-Training: 8-hour shifts between 8:00 AM and 8:00 PM Eastern Time, Monday through Friday. Shift assignments are based on performance and business needs.
• Some weekends and overtime may be required, especially during peak season (October through March). No time off is allowed in January, except for Humana-observed holidays.
• Occasional travel to Humana offices for training or meetings may be required.

Pay

The pay rate for this position is $19.24 per hour ($20.24 for Spanish/English bilingual associates who pass language proficiency testing). This is a non-negotiable rate.

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.