Remote Inbound Support Specialist

Humana; Illinois; On-site; USD 39,000 - 49,000; Full time

Job summary

Humana is seeking an Inbound Contacts Representative 2 to support our Dental and Go365 teams. This remote role involves handling a high volume of inbound calls, addressing member and provider questions, and guiding customers through next steps to ensure clarity and trust.

You will report to the Inbound Contacts Supervisor within the Consumer Contacts area and contribute to a high-quality customer experience.

Qualifications

• 2+ years of customer service experience.
• Must reside in the Central or Eastern Time Zone.
• Experience documenting customer issues in detail.
• Experience assessing support requests in multiple systems and escalating by 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 and service issues.
• Escalate unresolved and pending customer grievances.
• Document all interactions, actions taken, and outcomes in internal systems.
• Resolve routine to moderately complex issues by following guidelines and workflows.
• Identify issues requiring escalation and hand off to appropriate teams.
• Meet quality, productivity, and customer experience expectations.

Skills

Customer service

Communication

Multitasking

Documentation

Education

Associate or Bachelor's Degree

Job description

Humana is seeking an Inbound Contacts Representative 2 to support our Dental and Go365 teams. This remote role involves handling a high volume of inbound calls, addressing member and provider questions, and guiding customers through next steps to ensure clarity and trust.

You will report to the Inbound Contacts Supervisor within the Consumer Contacts area and contribute to a high-quality customer experience.