Inbound Contacts Representative

Humana • Louisville, KY

8d • Hybrid

About The Position

Become a part of our caring community Humana is looking for Inbound Contact Center Representatives to support Medicare beneficiaries with inquiries related to GLP‑1 medications. As an Inbound Contacts Representative, you will represent us by addressing incoming telephone calls. You will deliver compassionate, accurate, and assistance to beneficiaries navigating this new program in a call center environment. As an Inbound Contact Representative 2 you will: Handle inbound calls from Medicare beneficiaries regarding prescription drug coverage and eligibility. Address complex benefit questions, resolve issues, and provide empathetic support. Record details of inquiries, comments, complaints, and transactions in the system. Escalate unresolved or pending complaints following department policy. Work within defined parameters while exercising discretion in prioritizing tasks. Maintain compliance with CMS guidelines and Humana policies. Deliver excellent customer service with sensitivity and compassion. Use your skills to make an impact

Requirements

• MUST reside within 50 miles of the following Humana location: 101 E. Main St, Louisville, KY 40202.
• 3+ years of customer service experience.
• Prior experience managing multiple or competing priorities, including use of multiple computer applications simultaneously.
• To ensure Home or Hybrid Home, associate will self-provide internet service.
• We recommend at minimum a download speed of 25 Mbps and an upload speed of 10 Mbps.
• This role requires associates to hard-wire their internet connection.
• We do not permit wireless, satellite, cellular and microwave connections.
• Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.
• You must be willing to remain in this position for a period of twelve (12) months before applying to other Humana opportunities.

Nice To Haves

• Associate or Bachelor's Degree
• Previous inbound call center or related customer service experience
• Knowledge of Medicare, and/or prescription drug coverage.
• Proficiency with Microsoft Office (Outlook, Teams etc.)

Responsibilities

• Handle inbound calls from Medicare beneficiaries regarding prescription drug coverage and eligibility.
• Address complex benefit questions, resolve issues, and provide empathetic support.
• Record details of inquiries, comments, complaints, and transactions in the system.
• Escalate unresolved or pending complaints following department policy.
• Work within defined parameters while exercising discretion in prioritizing tasks.
• Maintain compliance with CMS guidelines and Humana policies.
• Deliver excellent customer service with sensitivity and compassion.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree