Remote Inbound Support Specialist

Humana; Indiana (PA); On-site; USD 38,000 - 51,000; Full time

Job summary

Humana is seeking an Inbound Contacts Representative 2 to join our Dental and Go365 teams. This remote role supports members and providers by answering benefit questions, resolving concerns, and guiding next steps to ensure informed, confident interactions.

You will handle 40+ inbound calls daily in a back-to-back center environment, document all interactions, and escalate issues as needed while maintaining quality, productivity, and customer experience standards.

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 across multiple systems 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 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.

Skills

Customer service

Documentation

Multi-system access

Issue escalation

Communication

Spanish (preferred)

Education

Associate degree

Bachelor's degree

Tools

CRM systems

Job description

Humana is seeking an Inbound Contacts Representative 2 to join our Dental and Go365 teams. This remote role supports members and providers by answering benefit questions, resolving concerns, and guiding next steps to ensure informed, confident interactions.

You will handle 40+ inbound calls daily in a back-to-back center environment, document all interactions, and escalate issues as needed while maintaining quality, productivity, and customer experience standards.