Inbound Contacts Representative

Join Our Caring Community

Become a part of our caring community and help us put health first. The Inbound Contacts Representative 1 represents the company by addressing incoming telephone, digital, or written inquiries. The Inbound Contacts Representative 1 performs basic administrative / clerical / operational / customer support / computational tasks. Typically works on routine and patterned assignments. Inbound Contacts Representative 1 addresses customer needs which may include complex benefit questions, resolving issues, and educating members. Records details of inquiries, comments or complaints, transactions or interactions and takes action in accordance to it. Escalates unresolved and pending customer grievances. Decisions are limited to defined parameters around work expectations, quality standards, priorities and timing, and works under close supervision and / or within established policies / practices and guidelines with minimal opportunity for deviation.

Deliver a consistent customer service experience by providing efficient and timely resolutions to our TRICARE beneficiaries and providers. Act as customer advocate by resolving complex concerns in an accurate and timely fashion. Demonstrate ability to make good business decisions aligned with our Humana values. Prioritize workload to continuously answer incoming calls and maintain established schedules.

Required Qualifications

Our Department of Defense contract requires U.S. Citizenship for this role. Successfully receive approval for government security clearance (Via National Background Investigation Services NBIS). Minimum one, (1) year customer service experience in a professional environment. Prior experience managing multiple or competing priorities. Demonstrated ownership to problem-solve independently. Ability to manage multiple or competing priorities, including use of multiple computer applications simultaneously. Basic Proficiency using the following Microsoft Office suite (Word, Outlook, PowerPoint, Excel). Knowledge navigating multiple systems / platforms and ability to troubleshoot and resolve general technical difficulties in a remote environment.

Preferred Qualifications

Experience in healthcare, military, or managed care environment. Call Center experience. College degree (Associate's or Bachelor's) highly preferred. Knowledge of customer service principles and practices formal training or experience.

Additional Information

Workstyle : Remote work at home. Location : United States. Must reside within a two-hour commuting distance of a government facility authorized to issue Common Access Cards (CAC) used for federal identification purposes to secure access to facilities and computer networks. Check ID Card Office Locator to identify your location. Humana Government Business is not authorized to do work in Puerto Rico per our government contract. We are not able to hire candidates that are currently living in Puerto Rico.

Required Work Schedule

Training : This role is looking to start on 12 January 2026. Virtual Training will start on day one of employment and runs the first 6 to 8 weeks with a schedule of 8 : 30 am - 5 : 00 pm EST, Monday Friday. Cameras must be on at all times during training. Attendance is vital for success, so no time off is allowed during training, with the exception of observed (and paid) company holidays.

Work Schedule Following Training : Following training, you will work an 8-hour shift between the hours of 8 : 00 am 7 : 00 pm (regardless of time zone), Monday - Friday. Shifts will be assigned at time of offer. The initial 180 days of employment constitute an Appraisal Period, during which unapproved or unscheduled time off is restricted. This Appraisal Period is essential to your learning and development, which is why we ask for perfect attendance.

Candidates must reside within a two-hour commuting distance of a government facility authorized to issue Common Access Cards (CAC) used for federal identification purposes to secure access to facilities and computer networks. This proximity ensures timely access for onboarding and credentialing activities. To find the distance to the nearest facility that issues Common Access Cards (CAC) for government ID, you can use the ID Card Office Locator provided by the Defense Manpower Data Center (DMDC). This tool allows you to :

• Search for RAPIDS ID Card Offices by ZIP code or city.
• View facility details including address, hours, and contact info.
• Schedule appointments directly.
• Use mapping features to estimate travel time from your location.

Once you find a nearby facility, you can use Google Maps or another mapping service to calculate the driving time from your location to ensure it's within the required 2-hour radius.

Work at Home Guidance : To ensure Home or Hybrid Home / Office employees' ability to work effectively, the self-provided internet service of Home or Hybrid Home / Office employees must meet the following criteria : At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested. Satellite, cellular and microwave connection can be used only if approved by leadership. Employees who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense.

Humana will provide Home or Hybrid Home / Office employees with telephone equipment appropriate to meet the business requirements for their position / job. Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.

Interview Format : As part of our hiring process for this opportunity, we will be using an interviewing 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. All interviews must be on video.

SSN Alert : Humana value's personal identity protection. Please be aware that applicants selected for leader review may be asked to provide a Social Security Number, if it is not already on file. When required, an email will be sent from Humana@myworkday.com with instructions to add the information into the application at Humana's secure website.

Travel : While this is a remote position, occasional travel to Humana's 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. $38,000 - $45,800 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, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment. Humana complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, gender identity or religion. We also provide free language interpreter services.