Consumer Service Operations Representative

Overview

Become a part of our caring community and help us put health first The Consumer Service Operations Representative represents the Dual Eligible Outreach Department by taking inbound calls to members or providers regarding a variety of issues. The Consumer Service Operations Representative performs advanced administrative/operational/customer support duties that require independent initiative and judgment. May apply intermediate mathematical skills. The Consumer Service Operations Representative performs varied activities and moderately complex administrative/operational/customer support assignments.

Typically works on semi-routine assignments.

We are seeking bilingual (English/Spanish) virtual associates who bring empathy, strong service orientation, and a passion for helping others. As a Consumer Service Operations Representative 2, you will guide members through important benefit decisions with care, accuracy, and professionalism.

This role requires associates who can think critically, build trusting relationships, high accuracy in quality and attention to detail and thrive in a fast-paced service environment.

• Engage with members on inbound calls to assess eligibility for programs like the Medicare Savings Program.
• Help members understand state and federal benefits that can improve their quality of life.
• Listen with empathy and demonstrate care in all interactions.
• Utilize critical thinking to evaluate member needs, identify appropriate resources, and resolve issues.
• Build strong relationships with members by showing respect, patience, and clarity in every conversation.
• Accurately enter information into multiple systems while multitasking.
• Collaborate with a supportive team and contribute to a culture of compassion, service, and excellence.
• Thrive in a fast-paced, member‑focused environment with shifting priorities.

• You communicate clearly and calmly, even in challenging or emotional conversations.
• You use critical thinking to solve member issues without relying on scripted responses.
• You build rapport quickly and maintain positive member relationships.
• You adapt easily to change and manage high call volumes effectively.
• You find purpose in service and pride in helping others.

At Humana, we aim to inspire health and connect people with the care and resources they need. We value diverse voices, compassionate service, and a commitment to excellence. Join a team that truly makes a difference.

• 2+ years of customer service experience, including data entry.
• Strong verbal, written, and listening skills.
• Comfortable navigating multiple systems and learning new technology.
• Proficient in Microsoft Outlook and Word.
• Adaptable and open to change in a dynamic environment.

• Bilingual English/Spanish.
• Experience in healthcare or social services.
• Previous inbound/outbound call center experience.

• Hours:
  
  Monday–Friday, 10:40 AM – 7:10 PM
• Location:
  
  Virtual
• Attendance Requirements:
  • Attendance is vital to success in this role.
  • No time off is allowed during training or within the first 90 days.
  • Time off during the 180‑day appraisal period is extremely limited and must be pre-approved.

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 Vue allows us to quickly connect and gain valuable information from you pertaining to your relevant skills and experience at a time that is best for your schedule.

To ensure Home or Hybrid Home/Office employees’ ability to work effectively, the self-provided internet service must meet the following criteria:
At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested. Satellite, cellular and microwave connection can be used only if approved by leadership. Employees who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense.

Humana will provide Home or Hybrid Home/Office employees 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.

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

40

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.

$40,000 - $52,300 per year

Humana, Inc. and its affiliated…