Job Details

Join our compassionate team and help us prioritize health!

The Inbound Customer Service Representative serves as the face of our organization by effectively managing incoming phone calls, digital messages, and written inquiries. This role involves basic administrative, clerical, operational, and customer support tasks while working on routine and consistent assignments.

In this position, you will address customer needs, which may include complex benefit inquiries, issue resolution, and member education. You will meticulously record the details of inquiries, comments orcomplaints, and interactions, taking appropriate actions based on them. If you encounter unresolved issues or customer grievances, you will escalate these matters appropriately. Your decision-making will remain within clearly defined operational parameters, and you will work under close supervision adhering to established policies and practices.

• Provide a consistent and superior customer service experience by delivering efficient solutions to our TRICARE beneficiaries and providers.

• Act as an advocate for customers by accurately addressing and resolving complex concerns promptly.

• Demonstrate sound business judgment that aligns with our core values at Humana.

• Manage your workload effectively to consistently handle incoming calls while maintaining established schedules.

Utilize your skills to make a meaningful impact!

Required Qualifications

• Due to our Department of Defense contract, U.S. citizenship is a requirement for this position.

• Must successfully pass a government security clearance (via National Background Investigation Services).

• A minimum of one year of customer service experience in a professional setting.

• Experience in managing multiple or competing priorities is essential.

• Demonstrated capability for independent problem-solving.

• Proficient in handling multiple tasks simultaneously using various computer applications.

• Basic proficiency in Microsoft Office applications (Word, Outlook, PowerPoint, Excel).

• Experience with navigating multiple systems/platforms and troubleshooting basic technical difficulties in a remote environment.

Preferred Qualifications

• Experience in healthcare, military, or managed care environments.

• Previous call center experience.

• A college degree (Associate's or Bachelor's) is highly preferred.

• Formal training or experience in customer service principles and practices.

Additional Information

Work Style: Remote work from home.

Location: United States

• Must reside within a two-hour commuting distance of a government facility authorized to issue Common Access Cards (CAC) for federal identification purposes.

• Humana Government Business is unable to hire candidates residing in Puerto Rico due to company policy.

Required Work Schedule:

Training:

• The anticipated start date for training is April 6, 2026.

• Virtual training will commence on the first day of employment and will last for approximately 6 to 8 weeks, with a schedule from 8:30 AM to 5:00 PM EST, Monday through Friday.

• Cameras are required to be on during training sessions.

• Attendance during training is crucial, and no time off will be permitted except for recognized company holidays.

Post-Training Work Schedule:

• After training, you will work an 8-hour shift between 8:00 AM and 7:00 PM (regardless of time zone), Monday through Friday. Shifts will be determined at the time of your job offer.

• The first 180 days of your employment will include an Appraisal Period where unscheduled time off will not be allowed to support your learning and development.

Work from Home Guidance: To ensure effectiveness while working from home, your internet service must meet minimum requirements: a download speed of 25 Mbps and an upload speed of 10 Mbps. While wired, cable, or DSL connections are preferred, satellite, cellular, or microwave connections are only permissible with prior approval.

Interview Format: Interviews will use a video technology platform called HireVue to facilitate scheduling and provide insights into your relevant skills and experience.

Travel: While this position is primarily remote, occasional travel to Humana's offices for training or meetings may be necessary.

Scheduled Weekly Hours: 40

Pay Range: The estimated annual compensation range is between $38,000 and $45,800 for full-time employment, varying based on geographic location and individual experience.

Benefits Description: Humana, Inc. offers an array of benefits that promote holistic well-being, including medical, dental, and vision coverage, a 401(k) retirement plan, generous paid time off policies, and additional opportunities for personal and professional growth.

About Us: Humana Inc. is dedicated to putting health at the forefront— for our employees, customers, and the communities we serve. Through our comprehensive health insurance and care services, we aim to enhance quality of life for a diverse population.

Equal Opportunity Employer: Humana is committed to fostering an inclusive workplace and prohibits any form of discrimination based on race, color, gender, religion, or any other protected characteristic in all employment decisions.