[Hiring] Inbound Contact Representative @Humana

Role Description

The Inbound Contacts Representative 2 represents the company by addressing incoming telephone, digital, or written inquiries. The Inbound Contacts Representative 2 performs varied activities and moderately complex administrative/operational/customer support assignments. Performs computations. Typically works on semi-routine assignments.

The Inbound Contacts Representative serves as a primary point of contact for customers, providing support through phone, digital, and written channels. This role handles a variety of customer inquiries, resolves issues, and delivers accurate information while ensuring a positive customer experience. The position performs moderately complex customer service, administrative, and operational support activities, manages semi-routine assignments with minimal guidance, and exercises sound judgment to support quality service and customer satisfaction.

As an Inbound Contacts Representative, you will:

• Respond to customer inquiries by phone, digital, or written channels, including benefits questions, issue resolution, and member education.
• Accurately document customer interactions, requests, concerns, and resolutions in applicable systems.
• Research and resolve customer issues, escalating complex or unresolved matters as appropriate.
• Apply established policies, procedures, and resources to deliver accurate and timely support.
• Use critical thinking and sound judgment to address customer needs and recommend solutions.
• Manage workload effectively, prioritize tasks, and meet quality and service expectations.
• Work independently within established guidelines while supporting customer satisfaction and business objectives.

Qualifications

• 3 years of customer service experience in a professional environment.
• Strong customer service and problem-solving skills, with a commitment to delivering a positive customer experience.
• Ability to communicate effectively, both verbally and in writing.
• Strong attention to detail and accuracy when documenting information and completing tasks.
• Proficiency using computers and navigating multiple applications simultaneously.
• Ability to manage multiple priorities in a fast-paced environment.
• Passion for contributing to an organization focused on improving consumer and member experiences.

Requirements

• Experience in a contact center, customer support, member services, or a related customer-facing role.
• Experience supporting healthcare, insurance, benefits, or other regulated industries.
• Experience handling complex customer inquiries and issue resolution.
• Post-secondary education, professional training, certifications, or equivalent combination of education and experience.
• Work at Home Requirements: 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.
• In certain roles, the minimum recommended internet speed required by Humana may not be sufficient for business needs. Humana reserves the right to require associates to upgrade their internet service if necessary.
• Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.
• Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.

Benefits

• Humana, Inc. and its affiliated subsidiaries offer 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.
• 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, paid parental and caregiver leave).
• Short-term and long-term disability.
• Life insurance and many other opportunities.