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, and take prompt action, including escalating unresolved or pending member grievances.
• Decisions focus on interpreting department policies and methods; work under minimal direction with defined parameters and some latitude over prioritization.
• Follow standard policies and practices that allow for interpretation, deviation, and independent discretion.
• 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; no time off is allowed during training. Camera must remain on, with your face clearly visible 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.
• Overtime/Weekends: Some weekends and overtime may be required, especially during peak season (October through March). No time off is allowed in January (except Humana-observed holidays). Advance notice for overtime/weekends is typically provided, but business needs may shorten this timeframe.
• 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). Minimum download speed of 25 Mbps and upload speed of 10 Mbps required.
• 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).

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 rate 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 and support for learning systems, policies, and tools.