TAMPA Medicare Call Center Rep

Humana; United States; Remoto; USD 39.000 - 49.400; Tempo integral

Benefícios oferecidos por esta vaga

Medical, dental and vision benefits

401(k) retirement savings plan

Paid time off and holidays

Short-term and long-term disability

Life insurance

Resumo da vaga

Humana is seeking a Medicare Call Center Representative to address inquiries from members and ensure high-quality customer service. In this high-volume role, you will handle inbound calls, prioritize tasks, and accurately document interactions with members.

This position requires strong customer service skills, attention to detail, and proficiency in Microsoft Office. The ideal candidate will reside within 50 miles of Tampa, Florida, with a pay rate starting at $19.24 per hour.

Qualificações

• Must reside within 50 miles of Humana’s Tampa, Florida offices.
• Experience in handling multiple priorities and using multiple computer systems.
• Proficient in customer service with effective communication and active listening.

Responsabilidades

• Handle 40+ inbound calls daily from members in a call center.
• Record details of inquiries, comments, or complaints accurately.
• Work under minimal direction while prioritizing tasks.

Conhecimentos

Customer service skills

Effective communication

Attention to detail

Bilingual in Spanish and English

Ferramentas

Microsoft Office (Outlook, Teams)

Descrição da vaga

Overview

The Medicare Call Center Rep (Inbound Contacts Representative 2) represents Humana by addressing incoming telephone, digital, or written inquiries. The Medicare Call Center Rep performs varied activities and moderately complex administrative / operational / customer support assignments. Performs calculations. Typically works on semi‑routine assignments.

In this position, you will strive to provide our Group or Individual Medicare members with a resolution or pathway to resolution on each call, while providing a perfect call experience.

Responsibilities

• You will handle 40+ inbound calls daily from our members in a fast‑paced inbound call center environment. This is a high‑volume call center setting, which may be stressful at times.
• You will accurately record details of inquiries, comments or complaints, transactions or interactions, and take prompt / appropriate action, including escalating unresolved and pending member grievances.
• Decisions are typically focused on interpretation of area / department policy and methods for completing assignments.
• You will work under minimal direction within defined parameters to identify work expectations and quality standards but will have some latitude over prioritization / timing.
• You will follow standard policies / practices that allow some opportunity for interpretation / deviation and / or independent discretion.

Required Qualifications

• You must reside within a 50-mile radius of Humana’s Tampa, Florida offices, located at 4030 W. Boy Scout Blvd., Tampa, FL 33615.
• You must have demonstrated experience with providing strong customer service, using effective communications skills and strong attention to detail, while also actively listening to their needs.
• You must have prior experience managing multiple or competing priorities, including use of multiple computer applications and systems simultaneously.
• You must be proficient with Microsoft Office applications, particularly Outlook and Teams.

Preferred Qualifications

• Previous inbound call center or related customer service experience.
• Bilingual in Spanish and English (see Language Proficiency Testing below).

Work Schedule

Virtual training will start on day one of employment and runs for the first 12 weeks with a schedule of 8:00 AM to 4:30 PM EST, Monday through Friday.

• You must be on time, dressed appropriately, with your camera ON for the entire duration of training and for other meetings required by leadership. Your entire face, from the shoulders up, must be clearly visible with no obstructions.
• Attendance is vital for success, so no time off is allowed during training. Exception: Should a Humana-observed holiday occur during training or within the initial 120 days of employment, you will have the holiday off (paid).
• All associates are subject to a 180-day appraisal period.
• Following training, you will be assigned to an 8-hour shift between the hours of 8:00 AM and 8:00 PM Eastern Time, Monday through Friday.
• Shift Bids take place periodically and are based on performance and business needs.
• Some weekends and overtime may also be required, especially during our peak season of October through March and as needed by the business. No time off is allowed in January of each year (except Humana-observed holidays). We strive to provide a minimum of a week’s advance notice for required weekends and / or overtime; however, at times business needs do not allow for a week’s advance notice.
• This opportunity involves working in a call center environment to support Humana Medicare members. As part of your career development for this position, you may be asked to assist with other lines of business. This will be based on business requirements and may include Member Solutions, which handles escalations.
• Humana strongly supports your career growth! All Humana positions require learning many systems, policies, and tools, and it takes time to become proficient in the role. All associates who wish to apply for positions must have been in their present position for a period of twelve (12) months, unless the best interests of the company are served by a shorter period of service.

Pay Rate

IMPORTANT: While you see an estimated pay range reflected in this job posting, the pay rate for this position is $19.24 per hour ($20.24 for Spanish / English Bilingual; requires language proficiency testing) and is non-negotiable.

Work at Home Guidance

• At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is recommended (you can check your speed at speedtest.net).
• Associates in this role are required to be hard‑wired to their internet connection. Wireless, satellite, cellular and microwave connections are NOT permitted.
• Humana will provide Home or Hybrid Home/Office associates with telephone equipment appropriate to meet the business requirements for their position/job.
• You must work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.

Travel

While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.

Scheduled Weekly Hours

40

Pay Range

$39,000 - $49,400 per year

Description of Benefits

Humana, Inc. and its affiliated subsidiaries (collectively, “Humana”) offers competitive benefits that support whole‑person well‑being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave), short‑term and long‑term disability, life insurance and many other opportunities.

Equal Opportunity Employer

It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.