Note: The job is a remote job and is open to candidates in USA. Humana is a leading U.S. healthcare company, and they are seeking an Inbound Contacts Representative to serve as the first point of contact for members and providers. This role involves addressing inquiries, resolving issues, and ensuring a high-quality customer experience in a remote setting.
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
Skills
- 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
- Associate or bachelor's Degree
- Previous inbound call center experience
- Healthcare or insurance industry experience
Benefits
- 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
- Humana will provide Home or Hybrid Home/Office associates with telephone equipment appropriate to meet the business requirements for their position/job
- 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
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