Remote Inbound Support Specialist - Health Benefits

Humana

United States

On-site

USD 38,000 - 54,000

Full time

14 days+

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Job summary

Humana is seeking a Specialty Inbound Contacts Representative 2 to support members and providers by answering benefit questions, resolving concerns, and guiding next steps. This remote role reports to the Inbound Contacts Supervisor and works within the Consumer Contacts team to deliver informed, compassionate service.

The position starts in August 2026 with six weeks of training, then an 8-hour shift between 8:00 AM and 9:00 PM Eastern, Monday to Friday.

Qualifications

Minimum 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.
Ability to excel in 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 to the appropriate teams.
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 timely handoff.
Meet quality, productivity, and customer‑experience expectations.