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About the Role

As a Specialty Inbound Contacts Representative 2, you are often the first human connection our members have with us. Working remotely, you will support members and providers by answering benefit questions, resolving concerns, and guiding them through next steps, helping ensure they feel informed and supported. This role is ideal for someone who enjoys helping others and takes pride in delivering a high-quality customer experience.

Responsibilities

Handle 40+ inbound calls daily from members and providers in a back-to-back call center environment
Address multiple members and provider needs, including 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 the appropriate teams
Meet quality, productivity, and customer experience expectations

Requirements

Minimum 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
Attendance is vital for success, no time off is allowed during training
Must be on time, in a quiet environment, with your camera ON during training and for other meetings required by leadership
The initial 180 days of employment as an Inbound Contacts Representative 2 constitute an appraisal period
Perfect attendance is required during both the classroom training and nesting periods
Time off is not permitted during the first 90 days and is discouraged during the 180-day appraisal period
Must be willing to remain in this position for a period of twelve (12) months before applying to other Humana opportunities outside of the Specialty team
Self-provided internet service must meet at minimum a download speed of 25 Mbps and an upload speed of 10 Mbps
Associates who live and work from Home in the state of Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense
Associates in this role are required to be hard-wired to their internet connection
Wireless, satellite, cellular and microwave connections are not permitted
Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information
Occasional travel to Humana's offices for training or meetings may be required

Skills

Empathizing with frustrated customers
Accountability in every interaction

Location

Remote

Work Type

Remote
Full-time

Experience Level

2 years

Education Level

Associate or bachelor's Degree

Salary/Compensations

$39,000 - $49,400 per year

Benefits

Medical benefits
Dental benefits
Vision benefits
401(k) retirement savings plan
Time off
Paid time off
Company holidays
Personal holidays
Paid parental leave
Paid caregiver leave
Short-term disability
Long-term disability
Life insurance

About the Company

Humana Inc. (NYSE: HUM) is a leading U.S. healthcare company.
Through our Humana insurance services and our 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 and Medicaid, families, individuals, military service personnel, and communities at large.

Equal Opportunity

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.