Inbound Contact Representative 2 – Dental

This is a fully remote position, open to applicants in Alabama, +30 more states.

📋 Description

• Manage over 40 inbound calls per day from members and providers in a high-volume call center setting.

• Respond to inquiries regarding benefits, service issues, and general questions.

• Escalate unresolved customer complaints and pending issues.

• Record interactions, actions taken, and results in internal databases.

• Resolve routine to moderately complex problems following established guidelines and workflows.

• Recognize issues that need escalation and ensure they are handed off to the appropriate teams.

• Achieve quality, productivity, and customer experience standards.

• Assist members and providers by answering benefit-related questions, addressing concerns, and guiding them through subsequent steps.

• Participate in five to six weeks of training starting January 4, 2027, from 8:30 AM to 5:00 PM Eastern, Monday through Friday.

• Work an assigned 8-hour shift between 11:00 AM and 9:00 PM Eastern, Monday through Friday, following training.

• Maintain attendance during training, nesting, the first 90 days, and the 180-day performance review period.

• Keep cameras on during training and designated leadership meetings.

⛳️ Requirements

• At least 2 years of experience in customer service.

• Must be located in the Central or Eastern Time Zone.

• Customer-service oriented with a sincere desire to assist others.

• Experience in documenting customer issues thoroughly.

• Ability to assess support requests across multiple systems simultaneously and escalate as necessary.

• Proficient in interpreting and responding to customer requests.

• Proven track record of success in performance-driven environments.

• Must meet work-from-home internet requirements: a minimum of 25 Mbps download and 10 Mbps upload speeds.

• Dedicated workspace free from interruptions to safeguard member PHI/HIPAA information.

• Associate or bachelor's degree is preferred.

• Previous experience in an inbound call center is preferred.

• Experience in the healthcare, dental, or insurance sectors is preferred.

• Willingness to stay in the position for 12 months before seeking other opportunities within Humana outside the SSO Specialty Dental team.

🏝️ Benefits

• Medical, dental, and vision coverage.

• 401(k) retirement savings plan.

• Paid time off.

• Company holidays.

• Personal holidays.

• Paid parental and caregiver leave.

• Short-term disability coverage.

• Long-term disability coverage.

• Life insurance.

• Personal wellness support.

• Smart healthcare decision support.

• Occasional travel to Humana offices for training or meetings.