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The Call Center Representative represents the company by addressing incoming telephone, digital, or written inquiries. The Call Center Representative 2 performs varied activities and moderately complex administrative/operational/customer support assignments. Performs computations. Typically works on semi-routine assignments.

The Call Center Representative 2 addresses customer needs which may include complex benefit questions, resolving issues, and educating members. Records details of inquiries, comments or complaints, transactions or interactions and takes action in accordance to it. Escalates unresolved and pending customer grievances. Decisions are typically focus on interpretation of area/department policy and methods for completing assignments. Works within defined parameters to identify work expectations and quality standards, but has some latitude over prioritization/timing, and works under minimal direction. Follows standard policies/practices that allow for some opportunity for interpretation/deviation and/or independent discretion.

Additional Details

• Associates can expect to take anywhere from 20 to 35 inbound calls per day as the focus is high-quality service and one-call resolution
• While this associate receives inbound calls, 60% to 70% of them require associates to place outbound calls to physicians, DME vendors, pharmacies or other entities to help members
• This job calls for strong emotional intelligence to proactively provide solutions, ensuring the member’s utmost health and safety

Work Environment: Work at home. Please note this position allows you to work at home until further notice; there is a possibility of this opportunity returning to a physical office at a future date to be determined by leadership. See the Additional Information section below.

Use your skills to make an impact

Projected start date: July 28th, 2025

Virtual training will run the first 7 weeks, working any shift between 8am-8pm EST (9am-9pm AST during Daylight Savings Time) Monday through Friday (hours dependent on business needs).

Shift: any 8-hour shift between the hours of 8am to 8pm EST (9am-9pm AST during Daylight Savings Time) Monday through Friday with the flexibility to work weekends, holidays and/or mandatory overtime based on business needs.

Required Qualifications

• Fully Bilingual English/Spanish. Must be able to speak, read and write in both languages without limitations or assistance. If selected for the position, you will be required to take a Language Proficiency Assessment in English/Spanish. See Additional Information on testing
• 1+ years of customer service experience
• Strong computer skills utilizing multiple computer applications simultaneously
• Ability to maintain a professional demeanor, practicing strict confidentiality for all sensitive information
• Strong initiative with the ability to adapt to change quickly and be empathetic
• Must be passionate about contributing to an organization focused on continuously improving consumer experiences
• Must have the ability to provide a high-speed DSL or cable modem for a home office (Satellite and Wireless Internet service is NOT allowed for this role). A minimum standard speed for optimal performance of 25×10 (25mbs download x 10mbs upload) is required
• A dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information
• High School Diploma or equivalent

Preferred Qualifications

• Associates or Bachelor’s Degree
• Experience and/or background with case management processes
• Call center experience
• Healthcare experience

Additional Information

• Selection Process, Time off, and scheduled obligations during the first 120 days will be evaluated as part of the selection process. The training and on-boarding for this position is critical for your development as an associate. Our AEP and busiest season is October 1st through March 31st and time off is definitely limited during that period.
• Language Proficiency Testing: Any Humana associate who speaks with a member in a language other than Spanish and/or English must take a language proficiency assessment, provided by an outside vendor, to ensure competency. Applicants will be required to take the Interagency Language Rating (ILR) test as provided by the Federal Government.

Additional Information

Work at Home Guidance

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, wired cable or DSL connection is suggested.
• Satellite, cellular and microwave connection can be used only if approved by leadership.
• Associates 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 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.

Interview Process

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

• Text Prescreen: Shortly after submitting your application, you may receive both a text message and email requesting you to complete 10 to 15 prescreen questions with either yes or no answers. The text message may arrive prior to the email. If you prefer to answer via computer or tablet, wait for the email.
• Video Prescreen: If you are successful with your text screen, you will receive another communication to record a Video Prescreen. This is an online video activity using your phone, tablet, or computer; however, most candidates prefer using a computer or tablet.
• Interviews: Some candidates will be invited to interview. If so, the recruiter will reach out to schedule.
• Language Proficiency Testing
• Offers: Finalists from the interview will be contacted by a recruiter to discuss an offer for the job

Note: Depending on the number of openings, the number of candidates who apply, and the schedules of interviewers and recruiters, this process may take several weeks or less; however, know that we are working hard to proceed as quickly as possible and to keep you informed.

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

Scheduled Weekly Hours

40

Pay 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.

$29,300 – $37,100 per year

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, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.

About Us

Humana Inc. (NYSE: HUM) is committed to putting health first – for our teammates, our customers and our company. Through our Humana insurance services and 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, Medicaid, families, individuals, military service personnel, and communities at large.

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.

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