Bilingual Medicare Call Center Specialist - Remote

Humana; United States; Remote; USD 31,000 - 40,000; Full time

Job summary

Humana is seeking a CarePlus Medicare Call Center Representative 2 to address incoming Medicare member inquiries. You will handle 20 to 35 inbound calls daily, providing high-quality service and aiming for one-call resolution in a high-volume setting, with some outbound calls to physicians and vendors.

Required bilingual English/Spanish, Puerto Rico residency, and 1+ year of customer service experience. Position includes training day one and potential ongoing remote work with confidentiality and

Qualifications

• Must currently live in Puerto Rico.
• Fully bilingual in English/Spanish with ability to speak, read, and write in both languages.
• 1+ years of customer service experience.
• Strong communication and attention to detail; active listening.
• Experience managing multiple priorities and using multiple computer applications.
• Proficient with Microsoft Office applications, especially Outlook and Teams.
• Maintain professional demeanor and confidentiality for sensitive information.
• Strong initiative; adapt to change quickly and be empathetic.

Responsibilities

• Handle 20 to 35 inbound calls daily from Medicare members with a focus on high-quality service and one-call resolution.
• Place outbound calls to physicians, DME vendors, pharmacies or other entities to help members.
• Record details of inquiries and take appropriate action; follow policy interpretations.
• Escalate unresolved or pending customer grievances.
• Work with defined parameters; prioritize tasks with some discretion.
• Follow standard policies; exercise independent discretion where appropriate.
• Provide solutions with empathy to ensure member health and safety.

Skills

Customer service

Bilingual EN/ES

Outlook

Teams

Communication

Education

Bachelor's degree

Tools

Case management software

Job description

Humana is seeking a CarePlus Medicare Call Center Representative 2 to address incoming Medicare member inquiries. You will handle 20 to 35 inbound calls daily, providing high-quality service and aiming for one-call resolution in a high-volume setting, with some outbound calls to physicians and vendors.

Required bilingual English/Spanish, Puerto Rico residency, and 1+ year of customer service experience. Position includes training day one and potential ongoing remote work with confidentiality and