Outbound Call Representative

Humana • Miramar, OH

1d • Onsite

About The Position

The Outbound Contact Center Associate will play a key role in supporting HEDIS Stars and quality initiatives by conducting patient outreach calls. The primary responsibility is to coordinate In-Home Wellness Assessments for Humana-eligible members, supporting efforts to close care gaps, reduce preventable hospitalizations, and improve patient satisfaction and outcomes.

Requirements

• Bilingual in English and Spanish (required).
• Demonstrated understanding of HIPAA regulations and patient confidentiality.
• Previous customer service experience, preferably in a call center or healthcare setting.
• Strong attention to detail and ability to independently manage work.
• Excellent verbal communication skills and a patient-focused demeanor.

Nice To Haves

• Experience using outbound/inbound call platforms such as Sanogma or Genesys (preferred but not required).
• Experience with Wellsky Kinnser software is a plus.

Responsibilities

• Conduct outbound calls to eligible OneHome patients to coordinate In-Home Wellness Assessments, ensuring full HIPAA compliance.
• Use approved call scripts to confirm patient demographics, educate on available services, and schedule appointments using designated applications.
• Document all call outcomes and interactions accurately per standard operating procedures, using appropriate disposition codes.
• Follow up with patients as necessary according to reattempt protocols for scheduling.
• Uphold high standards of customer service and professionalism at all times.
• Participate in quality and compliance training as required.

Benefits

• medical
• dental
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees