Humana is hiring a Medicare Inbound Contacts Representative 2 for a full-time remote position available across 49 locations.
The role supports Medicare members by responding to incoming telephone, digital, and written inquiries in a high-volume contact center.
Representatives handle complex benefit questions, work to resolve issues or provide a clear pathway to resolution, and document interactions.
The role includes escalation of unresolved grievances and requires interpreting departmental policies while meeting defined quality expectations.
The environment is fast-paced and may be stressful at times, with 40+ inbound calls daily.
Qualifications and Requirements
Required Qualifications
- 2 years of customer service experience
- Demonstrated experience providing strong customer service and attention to detail while actively listening
- Experience managing multiple or competing priorities, including using multiple computer applications/systems simultaneously
- Proficiency with Microsoft Office applications, particularly Outlook and Teams
- Experience effectively communicating with customers verbally and actively listening to their needs
Preferred Qualifications
- Associate or Bachelor’s degree
- Previous inbound call center or related customer service experience
- Previous healthcare experience
- Bilingual in Spanish and English (language proficiency testing required if speaking with members in a language other than English)
Required Work Schedule
- Virtual training starts day one and runs 10 to 12 weeks: 8:00 AM–4:30 PM ET, Monday–Friday
- Camera must be ON during training and required meetings; punctuality and appropriate dress are required
- No time off during training or within 60 days following training; extremely limited time off during the initial 120 days (Humana-observed holidays are paid off)
- All associates are subject to a 180-day appraisal period
- After training: assigned an 8-hour shift between 7:45 AM and 9:00 PM ET, Monday–Friday
- Shift bids occur periodically and are based on performance and business needs
- Some weekends and overtime may be required, especially October–March and as needed by the business
- Associates must remain in this role for 12 months before applying to other Humana opportunities outside of Individual or Group Medicare
Work at Home Guidance
- Recommended minimum internet speeds: 25 Mbps download / 10 Mbps upload
- Hard-wired internet connection required (wireless, satellite, cellular, and microwave connections are not permitted)
- Bi-weekly internet expense payment provided for associates working from home in CA, IL, MT, or SD
- Humana provides telephone equipment appropriate to business requirements
- Dedicated workspace required to protect member PHI/HIPAA information
Interview Process
- Text Prescreen: After applying, applicants may receive a text and email with yes/no prescreen questions
- Assessment (VJE): Selected candidates complete a Virtual Job Experience (~30 minutes)
- Video Prescreen: Successful VJE candidates record a video prescreen (phone/tablet/computer)
- Interviews: Some candidates are invited to interview; scheduling is coordinated by a recruiter
- Offers: Finalists are contacted by a recruiter to discuss an offer
Additional Information: Please attach your resume to your application (PDF or Word format).
Travel: While remote, occasional travel to Humana offices for training or meetings may be required.
Compensation and Benefits
Pay Range: $39,000 – $49,400 per year (full-time, 40 hours/week). Pay may vary based on geographic location and
individual factors such as skills, knowledge, experience, education, and certifications.
Scheduled Weekly Hours: 40
Description of Benefits:
- Medical, dental, and vision benefits
- 401(k) retirement savings plan
- Time off (paid time off, company and personal holidays, volunteer time off)
- Paid parental and caregiver leave
- Short-term and long-term disability
- Life insurance and additional benefit opportunities
Career Growth and Company Culture
This role includes structured virtual training and defined attendance and performance expectations, including a 180-day appraisal period.
Shift bids occur periodically and are influenced by performance and business needs. The position requires time to build proficiency across
multiple systems, policies, and tools, and associates are expected to remain in the role for at least 12 months before seeking other Humana
opportunities outside of Individual or Group Medicare.
About Humana
Humana Inc. (NYSE: HUM) states it is committed to putting health first for teammates, customers, and the company. Through Humana insurance
services and CenterWell healthcare services, Humana serves people with Medicare, Medicaid, families, individuals, military service personnel,
and communities.
Apply for the Medicare Inbound Contacts Representative (Remote) – Full-Time Opportunity with Humana