Remote Member Support Specialist

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

Job summary

Humana is seeking an Inbound Contacts Representative 2 to join our Dental and Go365 teams in a remote capacity. You will be the first human connection for members, answering benefit questions, resolving concerns, and guiding them through next steps while ensuring they feel informed and supported.

Role requires 2+ years of customer service experience, ability to work in a high-volume call center, and residence in the Central or Eastern Time Zone.

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

Documentation

Escalation handling

Call center experience

Time zone awareness

Spanish language

Education

Associate or Bachelor’s degree

Job description

Humana is seeking an Inbound Contacts Representative 2 to join our Dental and Go365 teams in a remote capacity. You will be the first human connection for members, answering benefit questions, resolving concerns, and guiding them through next steps while ensuring they feel informed and supported.

Role requires 2+ years of customer service experience, ability to work in a high-volume call center, and residence in the Central or Eastern Time Zone.