The Inbound Contacts Representative 2 represents the company by addressing incoming telephone, digital, or written inquiries. The Inbound Contacts Representative 2 performs varied activities and moderately complex administrative/operational/customer support assignments. Performs computations. Typically works on semi-routine assignments.
The Bilingual Inbound Contacts Representative serves as a primary point of contact for customers, providing support through phone, digital, and written channels in both English and Spanish. This role handles a variety of customer inquiries, resolves issues, and delivers accurate information while ensuring a positive customer experience. The position performs moderately complex customer service, administrative, and operational support activities, manages semi-routine assignments with minimal guidance, and exercises sound judgment to support quality service and customer satisfaction.
As a Bilingual Inbound Contacts Representative, you will:
- Respond to customer inquiries, including benefits-related questions, issue resolution, and member education.
- Provide professional customer support in both English and Spanish to help customers understand benefits, programs, and available resources.
- Accurately document customer interactions, inquiries, concerns, and transactions, ensuring timely follow-up and resolution.
- Escalate unresolved issues to the appropriate team when needed.
- Apply established policies, procedures, and best practices to resolve customer needs efficiently.
- Use strong problem-solving and decision-making skills to deliver high-quality service.
- Manage workload and priorities effectively while working with minimal supervision.
- Exercise sound judgment and make informed decisions within established guidelines to support customer satisfaction and business objectives.
Use your skills to make an impact
Required Qualifications
- Minimum of 3 years of customer service experience in a professional environment.
- Bilingual proficiency in English and Spanish, with the ability to communicate effectively both verbally and in writing.
- Strong customer service and problem-solving skills, with a commitment to delivering a positive customer experience.
- Ability to explain information clearly and effectively to diverse customer populations.
- Strong attention to detail and accuracy when documenting information and completing tasks.
- Proficiency using computers and navigating multiple applications simultaneously.
- Ability to manage multiple priorities in a fast-paced environment.
- Passion for contributing to an organization focused on improving consumer and member experiences.
Preferred Qualifications
- Experience in a contact center, customer support, member services, or a related customer-facing role.
- Experience supporting healthcare, insurance, benefits, or other regulated industries.
- Experience handling complex customer inquiries and issue resolution.
- Experience providing customer support in both English and Spanish.
- Post-secondary education, professional training, certifications, or an equivalent combination of education and experience.
Hours: Shift will fall between the hours of 8am- 11pm EST (Monday-Friday)
Additional Information
- This role may require regular interaction with customers who prefer to communicate in Spanish and English.
- Candidates selected for this role may be required to successfully complete a language proficiency assessment to validate their ability to communicate effectively in both English and Spanish, including speaking, reading, comprehension, and written communication skills.
Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.
Scheduled Weekly Hours
40Pay Range
The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.
Description of 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, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.About us
About Humana: Humana Inc. (NYSE: HUM) is a leading U.S. healthcare company. Through our Humana insurance services and our CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health – delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare and Medicaid, families, individuals, military service personnel, and communities at large. Learn more about what we offer at Humana.com and at CenterWell.com.
Equal Opportunity Employer
It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.
Skills Required
- Minimum of 3 years of customer service experience in a professional environment.
- Bilingual proficiency in English and Spanish, verbal and written.
- Strong customer service and problem-solving skills.
- Ability to explain information clearly and effectively to diverse customer populations.
- Strong attention to detail and accuracy when documenting information and completing tasks.
- Proficiency using computers and navigating multiple applications simultaneously.
- Ability to manage multiple priorities in a fast-paced environment.
- Pass a language proficiency assessment (speaking, reading, comprehension, written) as required.
- Work-from-home requirements: dedicated workspace protecting PHI/HIPAA; minimum internet 25 Mbps download and 10 Mbps upload.
- Passion for contributing to an organization focused on improving consumer and member experiences.
- Experience in a contact center, customer support, member services, or related customer-facing role.
- Experience supporting healthcare, insurance, benefits, or other regulated industries.
- Experience handling complex customer inquiries and issue resolution.
- Post-secondary education, professional training, certifications, or equivalent combination of education and experience.
Humana Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Humana and has not been reviewed or approved by Humana.
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Healthcare Strength — Medical, dental, vision, supplemental health, and long-term care insurance are offered alongside on-site/virtual wellness resources and weekly paid well-being time, indicating a whole-person focus.
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Leave & Time Off Breadth — Paid PTO and holidays, volunteer time, and formal leave options such as parental and caregiver time provide broad time-away support. Adoption assistance and lactation rooms extend coverage for key life events.
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Retirement Support — A 401(k) with company match anchors long-term savings. Employer-matched emergency savings programs complement retirement planning.
Humana Insights
What We Do
At Humana, our cultural foundation is aligned to helping members achieve their best health by delivering personalized, simplified, whole-person healthcare experiences. Recognizing healthcare needs continue to evolve for each person, for each family and for each community, Humana continuously creates innovative solutions and resources that help people live their healthiest lives on their terms –when and where they need it. Our employees are at the heart of making this happen and that’s why we are dedicated to building an organization of dynamic talent whose experience and passion center on putting the customer first.
