Dental Inbound Support Specialist - Remote

Humana

Massachusetts

Remote

USD 39,000 - 49,000

Full time

3 days ago

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Benefits offered by this job

Medical, dental, vision benefits

401(k) retirement plan

Paid time off

Job summary

Humana is seeking a Dental Inbound Contacts Representative to support members and providers remotely. You will answer benefit questions, resolve concerns, and guide next steps, reporting to the Inbound Contacts Supervisor within the Consumer Contacts team.

The role emphasizes empathy, accuracy, and timely issue resolution, with a focus on first-contact problem solving and escalation when needed.

Qualifications

Minimum 2 years of customer service experience.
Must reside in the Central or Eastern Time Zone.
Customer service mindset with a genuine desire to help others.
Experience documenting customer issues in detail.
Experience assessing support requests in multiple systems simultaneously and escalating based on severity.
Experience interpreting and responding to customer requests.
Experience excelling within performance-focused settings.

Responsibilities

Handle 40+ inbound calls daily from members and providers in a back-to-back call center environment.
Address multiple member and provider needs, including benefit questions, service issues, and general inquiries.
Escalate unresolved and pending customer grievances.
Document all interactions, actions taken, and outcomes in internal systems.
Resolve routine to moderately complex issues by following established guidelines and workflows.
Identify issues requiring escalation and ensure handoff to the appropriate teams.
Meet quality, productivity, and customer experience expectations.