Inbound Contact Representative
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Job Description
Inbound Contact Representative resolving member inquiries for Humana, a U.S. healthcare and insurance company. Documenting interactions, researching issues, and delivering benefits support across phone, digital, and written channels.
Responsibilities:
- Respond to customer inquiries by phone, digital, or written channels, including benefits questions, issue resolution, and member education
- Accurately document customer interactions, requests, concerns, and resolutions in applicable systems
- Research and resolve customer issues, escalating complex or unresolved matters as appropriate
- Apply established policies, procedures, and resources to deliver accurate and timely support
- Use critical thinking and sound judgment to address customer needs and recommend solutions
- Manage workload effectively, prioritize tasks, and meet quality and service expectations
- Work independently within established guidelines while supporting customer satisfaction and business objectives
- Perform moderately complex customer service, administrative, and operational support activities
- Perform computations
- Manage semi-routine assignments with minimal guidance
Requirements:
- 3 years of customer service experience in a professional environment
- Strong customer service and problem-solving skills
- Commitment to delivering a positive customer experience
- Effective verbal and written communication skills
- Strong attention to detail and accuracy when documenting information and completing tasks
- Proficiency using computers and navigating multiple applications simultaneously
- Ability to manage multiple priorities in a fast-paced environment
- Passion for contributing to an organization focused on improving consumer and member experiences
- Minimum download speed of 25 Mbps and upload speed of 10 Mbps for home internet service
- Ability to work from a dedicated space without ongoing interruptions to protect member PHI / HIPAA information
- Preferred: experience in a contact center, customer support, member services, or related customer-facing role
- Preferred: experience supporting healthcare, insurance, benefits, or other regulated industries
- Preferred: experience handling complex customer inquiries and issue resolution
- Preferred: post-secondary education, professional training, certifications, or equivalent combination of education and experience
Benefits:
- Medical benefits
- Dental benefits
- 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
- Competitive benefits supporting whole-person well-being
- Self-provided internet service for home employees
- Remote work arrangement
- Occasional travel to Humana offices for training or meetings
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