Inbound Contacts Representative
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Job Description
Inbound customer support representative helping Humana members and providers with dental and wellness benefits. Resolving inquiries, documenting interactions, and escalating complex issues remotely.
Responsibilities:
- Handle 40+ inbound calls daily from members and providers in a back-to-back call center environment
- Address benefit questions, service issues, and general inquiries
- Escalate unresolved and pending customer grievances
- Document all interactions, actions taken, and outcomes in internal systems
- Resolve routine to moderately complex issues by following established guidelines and workflows
- Identify issues requiring escalation and ensure handoff to appropriate teams
- Meet quality, productivity, and customer experience expectations
- Support members and providers by answering benefit questions, resolving concerns, and guiding them through next steps
- Participate in required training, meetings, and the 180-day appraisal period
- Work assigned 8-hour shifts between 8:00 AM and 9:00 PM Eastern, Monday through Friday
Requirements:
- 2+ years of customer service experience
- Must reside in the Central or Eastern Time Zone
- Experience documenting customer issues in detail
- Experience assessing support requests in multiple systems simultaneously and escalating based on severity
- Experience interpreting and responding to customer requests
- Experience excelling within performance-focused settings
- Fluency in Spanish required
- Ability to work in a back-to-back call center environment
- Ability to work from a dedicated, interruption-free space protecting member PHI/HIPAA information
- Minimum home internet speed of 25 Mbps download and 10 Mbps upload
- Must attend up to six weeks of training from 8:30 AM to 5:00 PM Eastern, Monday through Friday
- Must have camera on during training and required leadership meetings
- Must remain in the position for 12 months before applying to other Humana opportunities outside the team
- Preferred: Associate or bachelor's degree
- Preferred: Previous inbound call center experience
- Preferred: Healthcare or insurance industry 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
- Remote work arrangement
- Dedicated home workspace
- Occasional travel to Humana offices for training or meetings
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