Patient Experience Call Specialist

Humana Inc; United States; On-site; USD 38,000 - 46,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401(k) retirement savings plan

Paid time off

Parental leave

Caregiver leave

Job summary

Humana Inc. is seeking an Inbound Contacts Representative to warmly assist patients by answering calls, scheduling, and handling inquiries via phone and portal. The role emphasizes brand representation, delivering compassionate, high‑quality service and meeting call center KPIs.

Ideal candidates bring 1+ year of patient/customer service experience in medical settings and familiarity with EMR systems, with a focus on compliance, HIPAA, and collaborative teamwork in a busy patient support center.

Qualifications

• 1+ years Customer/Patient Service Experience in a medical office or high-volume call center.
• Experience using EMR software applications.

Responsibilities

• Be a champion for the organization’s brand, care model, care centers, services, clinicians, and the patient experience.
• Represent our core values to patients and co-workers.
• Provide superior patient service and support with a friendly, positive attitude.
• Answer important patient questions and determine next steps for first call resolution.
• Send detailed messages to clinical and patient support staff in various departments and follow best practices for collaborating and servicing patient needs.
• Track and report all call inquiries in the EMR by logging a patient case of all patient interactions.
• Report the outcome of the call using wrap up codes.
• Meet performance goals and SLAs for call volume, call time, answered calls, and more.
• Meet specific quality measures for patient service and call resolution.
• Achieve and maintain scheduling utilization of 85% or higher.
• Adhere to compliance and HIPAA regulations.

Skills

Customer service

Education

Associate's degree

Tools

EMR software

Job description

Humana Inc. is seeking an Inbound Contacts Representative to warmly assist patients by answering calls, scheduling, and handling inquiries via phone and portal. The role emphasizes brand representation, delivering compassionate, high‑quality service and meeting call center KPIs.

Ideal candidates bring 1+ year of patient/customer service experience in medical settings and familiarity with EMR systems, with a focus on compliance, HIPAA, and collaborative teamwork in a busy patient support center.