Remote Inbound Support Specialist

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

Benefits offered by this job

Medical, dental, and vision benefits

401(k) retirement savings plan

Paid time off (PTO)

Job summary

Humana is seeking an Inbound Contacts Representative 2 to join our Dental and Go365 teams. This remote role involves handling calls from members and providers, documenting interactions, and escalating issues when needed.

You will work toward timely, accurate resolutions while meeting quality and productivity standards. The position requires 2+ years of customer service experience, ability to work in the Eastern Time Zone, and familiarity with multiple systems for issue assessment and escalation.

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 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 members 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

Skills

Customer service

Spanish (preferred)

Education

Associate or Bachelor's Degree

Job description

Humana is seeking an Inbound Contacts Representative 2 to join our Dental and Go365 teams. This remote role involves handling calls from members and providers, documenting interactions, and escalating issues when needed.

You will work toward timely, accurate resolutions while meeting quality and productivity standards. The position requires 2+ years of customer service experience, ability to work in the Eastern Time Zone, and familiarity with multiple systems for issue assessment and escalation.