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, handling complex benefits questions, resolving issues, and educating members.

About the role

• Perform varied activities and moderately complex administrative, operational, and customer support tasks.
• Handle 40+ inbound calls daily in a fast-paced call center environment, which may be stressful at times.
• Accurately record details of inquiries, comments, complaints, transactions, or interactions, and take prompt action, including escalating unresolved member grievances.
• Work under minimal direction within defined parameters, with some latitude over prioritization and timing.
• Follow standard policies and practices that allow for interpretation, deviation, and independent discretion.
• Occasionally assist with other lines of business, such as Member Solutions for escalations, based on business needs.

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.
• 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 typically provided, but business needs may shorten 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.
• Prior experience managing 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). Minimum download speed of 25 Mbps and upload speed of 10 Mbps.
• Work from a dedicated space free of ongoing interruptions to protect member PHI/HIPAA information.
• Occasional travel to Humana’s 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 via the Interagency Language Rating (ILR) test).

Pay

• Base pay rate: $19.24 per hour.
• Bilingual (Spanish/English) pay rate: $20.24 per hour (requires 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.
• Additional opportunities for personal wellness and smart healthcare decisions.

All associates are subject to a 180-day appraisal period. Career growth is supported, but associates must be in their current position for 12 months before applying for other roles, unless business needs dictate otherwise.