Inbound Contacts Representative

Become a part of our caring community and help us put health first

The Inbound Contacts Representative 1 represents the company by addressing incoming telephone, digital, or written inquiries. The Inbound Contacts Representative 1 performs basic administrative/clerical/operational/customer support/computational tasks. Typically, works on routine and patterned assignments.

The Inbound Contacts Representative 1 addresses customer needs which may include complex benefit questions, resolve issues, and educate members. Records details of inquiries, comments or complaints, transactions or interactions and takes action in accordance too it. Escalates unresolved and pending customer grievances. Decisions are limited to defined parameters around work expectations, quality standards, priorities, and timing, and work under close supervision and/or within established policies/practices and guidelines with minimal opportunity for deviation.

Must have effective verbal and listening communication skills. Must be passionate about contributing to an organization focused on continuously improving consumer experiences.

• 2 years of customer service experience

• MUST reside in the Eastern or Central Time Zone

• Strong customer service orientation

• Strong attention to detail

• Strong typing and computer navigation skills, including Microsoft Office applications (Word, Excel, Outlook, and Teams)

• Ability to manage multiple or competing priorities, including use of multiple computer applications simultaneously

• Effective verbal and listening communication skills

• Must be passionate about contributing to an organization focused on continuously improving consumer experiences

• Associate or bachelor’s Degree

• Previous inbound call center or related customer service experience

• Healthcare experience

• Fluency in Spanish

• This position is scheduled to start on
  February 16th or February 23rd, 2026 . Virtual training starts on day one of employment and will run for the first 5-6 weeks with a schedule of Monday-Friday, 8:30am to 5pm EST.

• You must be on time, in a quiet environment, dressed appropriately, with your camera ON during training and for other meetings required by leadership.

• Following training, the scheduled shift will be Monday-Friday, 12:30pm-9pm EST. Shift bids periodically occur, based on business needs and is based on performance and tenure.

• The initial 120 days of employment as an Inbound Contacts Representative 1 constitute an appraisal period. This Appraisal Period is essential to your learning and development, which is why we ask for perfect attendance during both the classroom training and nesting periods.

• The department has a strict attendance policy. Time off is not permitted during the first 90 days and is discouraged during the 120-day appraisal period.

• This position requires learning many systems, policies, and tools, and it takes time to become proficient in the role. You must be willing to remain in this position for a period of twelve (12) months before applying to other Humana opportunities outside of the SSO Specialty Dental team.

To ensure Home or Hybrid Home/Office associates’ ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office associates must meet the following criteria:

• At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is recommended.

• Wireless and Satellite are prohibited. Hard-wired is required.

• Associates who live and work from Home in the state of Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense.

• Humana will provide Home or Hybrid Home/Office associates with telephone equipment appropriate to meet the business requirements for their position/job.

• Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.

As part of our hiring process for this opportunity, we will be using an interviewing technology called Hire Vue to enhance our hiring and decision-making ability. Hire…