Medicare Inbound Contacts Representative

Medicare Inbound Contact Representative 2

Become a part of our caring community and help us put health first. The Medicare Inbound Contact Representative 2 represents the company by addressing incoming telephone, digital, or written inquiries. This position performs varied activities and moderately complex administrative / operational / customer support assignments. The Medicare Inbound Contact Representative 2 represents Humana by addressing incoming telephone, digital, or written inquiries from Medicare members. The Medicare Inbound Contact Representative 2 strives to provide the member a resolution or pathway to resolution on each call while providing a perfect call experience. The Medicare Inbound Contact Representative 2 addresses customer needs which may include complex benefit questions, resolving issues, and educating members. This is a high-volume call center setting, which can be stressful at times. Handles 40+ inbound calls daily from members in a fast-paced inbound call center environment. Records details of inquiries, comments or complaints, transactions, or interactions, and takes action accordingly. Escalates unresolved and pending customer grievances. Decisions are typically focused on interpretation of area / department policy and methods for completing assignments. Works within defined parameters to identify work expectations and quality standards, but has some latitude over prioritization / timing, and works under minimal direction. Follows standard policies / practices that allow for some opportunity for interpretation / deviation and / or independent discretion.

Required Work Schedule :

• Virtual training will start day one of employment and runs for the first 10 to 12 weeks with a schedule of 8 : 00 AM to 4 : 30 PM EST, Monday through Friday.
• You must be on time, dressed appropriately, with your camera ON during training and for other meetings required by leadership.
• Attendance is vital for success, so no time off is allowed during training or within 60 days following training. Time off during your initial 120-days of employment is extremely limited.
• Exception : Should a Humana-observed holiday occur during training or within the initial 120-days of employment, you will have the holiday off (paid).
• All associates are subject to a 180-day appraisal period.
• Following training, you will be assigned to an 8-hour shift between the hours of 7 : 45 AM and 9 : 00 PM Eastern Time, Monday through Friday.
• Shift Bids take place periodically and are based on performance and business needs.
• Some weekends and overtime may also be required, especially during our peak season of October-March and as needed by the business. We strive to provide a minimum of a weeks advance notice for weekends and overtime.

This position requires learning many systems, policies, and tools, and it takes time to become proficient in the role. You must be willing to remain in this position for a period of twelve (12) months before applying to other Humana opportunities outside of Individual or Group Medicare.

Required Qualifications :

Preferred Qualifications :

Work at Home Guidance :

Language Proficiency Testing :

Any Humana associate who speaks with a member in a language other than English must take a language proficiency assessment, provided by an outside vendor, to ensure competency. Applicants will be required to take the Interagency Language Rating (ILR) test as provided by the Federal Government.

Additional Information :

Please attach your resume to your application (PDF or Word format).

Interview Process :

As part of our hiring process for this opportunity, we will be using technology called HireVue to enhance our hiring and decision-making ability. HireVue allows us to quickly connect and gain valuable information from you pertaining to your relevant skills and experience at a time that is best for your schedule.

Note : Depending on the number of openings, the number of candidates who apply, and the schedules of interviewers and recruiters, this process may take several weeks or less; however, know that we are working hard to proceed as quickly as possible and to keep you informed.

Travel : While this is a remote position, occasional travel to Humanas offices for training or meetings may be required.

Scheduled Weekly Hours : 40

Pay Range : The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc. $39,000 - $49,400 per year.

Description of Benefits : Humana, Inc. and its affiliated subsidiaries (collectively, "Humana") offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.

About Us : Humana Inc. (NYSE : HUM) is committed to putting health first for our teammates, our customers and our company. Through our Humana insurance services and CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare, Medicaid, families, individuals, military service personnel, and communities at large.

Equal Opportunity Employer : It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status. It is also the policy of Humana to take affirmative action