Bilingual Inbound Contact Representative
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Job Description
Bilingual inbound representative supporting Humana healthcare members in English and Spanish. Resolving benefits inquiries, documenting interactions, and escalating complex issues across phone, digital, and written channels.
Responsibilities:
- Respond to customer inquiries, including benefits-related questions, issue resolution, and member education
- Provide professional customer support through phone, digital, and written channels in English and Spanish
- Explain benefits, programs, and available resources
- Document customer interactions, inquiries, concerns, and transactions accurately
- Ensure timely follow-up and resolution
- Escalate unresolved issues to the appropriate team
- Apply established policies, procedures, and best practices to resolve customer needs
- Use problem-solving and decision-making skills to deliver high-quality service
- Manage workload and priorities with minimal supervision
- Exercise sound judgment within established guidelines to support customer satisfaction and business objectives
Requirements:
- Minimum of 3 years of customer service experience in a professional environment
- Bilingual proficiency in English and Spanish, verbally and in writing
- Strong customer service and problem-solving skills
- Ability to explain information clearly to diverse customer populations
- Strong attention to detail and accuracy in documentation and task completion
- Proficiency using computers and navigating multiple applications simultaneously
- Ability to manage multiple priorities in a fast-paced environment
- Passion for improving consumer and member experiences
- Shift availability between 8am and 11pm EST, Monday-Friday
- Ability to meet work-at-home internet requirements: minimum 25 Mbps download and 10 Mbps upload
- Ability to work from a dedicated space without ongoing interruptions to protect PHI/HIPAA information
- May be required to successfully complete an English and Spanish language proficiency assessment
Benefits:
- Medical, dental and vision benefits
- 401(k) retirement savings plan
- Paid time off
- Company holidays
- Personal holidays
- Paid parental leave
- Paid caregiver leave
- Short-term disability
- Long-term disability
- Life insurance
- Opportunities supporting personal wellness and smart healthcare decisions
- Work-from-home arrangement
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