Inbound Contacts Representative

This is a fully remote position, open to applicants in North Carolina, +4 more states.

📋 Description

• Manage over 40 incoming calls each day from members and providers in a fast-paced call center setting.

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

• Escalate any unresolved and outstanding customer complaints.

• Record all interactions, actions taken, and results in internal systems.

• Address routine to moderately complex problems by adhering to established protocols and processes.

• Recognize issues that need escalation and ensure proper transfer to relevant teams.

• Achieve quality, productivity, and customer satisfaction objectives.

• Assist members and providers by responding to benefit inquiries, resolving issues, and guiding them through subsequent steps.

• Engage in mandatory training sessions, meetings, and the 180-day evaluation period.

• Complete assigned 8-hour shifts between 8:00 AM and 9:00 PM Eastern, from Monday to Friday.

⛳️ Requirements

• Over 2 years of experience in customer service.

• Must live in the Central or Eastern Time Zone.

• Proficient in documenting customer issues in detail.

• Experience in assessing support requests across multiple systems simultaneously and escalating based on urgency.

• Ability to interpret and respond to customer inquiries effectively.

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

• Fluency in Spanish is mandatory.

• Capability to operate in a back-to-back call center environment.

• Must have a dedicated, distraction-free workspace to protect member PHI/HIPAA information.

• Minimum internet speed of 25 Mbps download and 10 Mbps upload is required.

• Attendance for up to six weeks of training from 8:30 AM to 5:00 PM Eastern, Monday through Friday, is required.

• Must keep the camera on during training sessions and essential leadership meetings.

• Required to remain in this position for 12 months before seeking other opportunities within Humana outside the team.

• Preferred: Associate or bachelor's degree.

• Preferred: Previous experience in an inbound call center.

• Preferred: Background in the healthcare or insurance industry.

🏝️ 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.