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 Inbound Contacts Representative serves as a primary point of contact for customers, providing support through phone, digital, and written channels. 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 an Inbound Contacts Representative, you will:
- Respond to customer inquiries by phone, digital, or written channels, including benefits questions, issue resolution, and member education.
- Accurately document customer interactions, requests, concerns, and resolutions in applicable systems.
- Research and resolve customer issues, escalating complex or unresolved matters as appropriate.
- Apply established policies, procedures, and resources to deliver accurate and timely support.
- Use critical thinking and sound judgment to address customer needs and recommend solutions.
- Manage workload effectively, prioritize tasks, and meet quality and service expectations.
- Work independently within established guidelines while supporting customer satisfaction and business objectives.
Use your skills to make an impact
Required Qualifications
- 3 years of customer service experience in a professional environment.
- Strong customer service and problem-solving skills, with a commitment to delivering a positive customer experience.
- Ability to communicate effectively, both verbally and in writing.
- 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.
- Post-secondary education, professional training, certifications, or equivalent combination of education and experience.
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
- 3 years of customer service experience in a professional environment.
- Strong customer service and problem-solving skills, committed to delivering a positive customer experience.
- Ability to communicate effectively, both verbally and in writing.
- 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.
- Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.
- Home internet minimum download speed 25 Mbps and upload speed 10 Mbps (wireless, wired cable or DSL suggested).
- Passion for contributing to an organization focused on improving consumer and member experiences.
- 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.
- 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.
