[Remote] Medicare Call Center Rep

Note: The job is a remote job and is open to candidates in USA. Humana is a leading U.S. healthcare company that aims to improve the health and well-being of its members. They are seeking a Medicare Call Center Rep to handle incoming inquiries from Medicare members, providing resolutions and ensuring a high-quality call experience. The role involves managing a high volume of calls, addressing complex benefits questions, and documenting interactions accurately.

Responsibilities

• You will handle 40+ inbound calls daily from our members in a fast-paced inbound call center environment
• You will accurately record details of inquiries, comments or complaints, transactions or interactions, and take prompt / appropriate action, including escalating unresolved and pending member grievances
• Decisions are typically focused on interpretation of area / department policy and methods for completing assignments
• You will work under minimal direction within defined parameters to identify work expectations and quality standards but will have some latitude over prioritization / timing
• You will follow standard policies / practices that allow some opportunity for interpretation / deviation and / or independent discretion

Skills

• You must have a minimum of 2 years of customer service experience
• You must have demonstrated experience with providing strong customer service, using effective communications skills and strong attention to detail, while also actively listening to their needs
• You must have prior experience managing multiple or competing priorities, including use of multiple computer applications and systems simultaneously
• You must be proficient with Microsoft Office applications, particularly Outlook and Teams
• Previous inbound call center or related customer service experience
• Previous healthcare experience
• Associate or Bachelor's degree
• Bilingual in Spanish and English (see Language Proficiency Testing below)

Benefits

• Humana, Inc. and its affiliated subsidiaries (collectively, “Humana”) offers 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 while also knowing your life extends outside of work.
• 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, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.
• Associates in this role are required to be hard-wired to their internet connection. Wireless, satellite, cellular and microwave connections are NOT permitted.
• Associates who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided with a bi-weekly payment for their internet expense.
• Humana will provide Home or Hybrid Home/Office associates with telephone equipment appropriate to meet the business requirements for their position/job.
• If qualified bilingual candidates will receive $1.00 per hour premium pay (implied by bilingual pay rate of $20.24 requiring language proficiency testing).
• You will have paid holidays (Humana-observed holidays) during training and initial 120 days of employment.
• Paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave.
• Short-term and long-term disability.
• Life insurance.
• 401(k) retirement savings plan.

Company Overview