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Become a part of our caring community and help us put health first

Are you an individual who has a passion for helping others while answering inbound calls? At CenterWell, Inbound Contacts Representatives serve as advocates for our members. They help to resolve complex questions and pending issues to ensure a perfect member experience.

In this role you will:

Work from home in a virtual call-center environment taking inbound calls from CenterWell Pharmacy members.

+ Multitask in a fast paced environment while navigating between multiple computer applications to access member information and document calls.

+ Provide a positive experience to our members through active listening skills and effective communication.

+ Self-manage with minimal supervision while maintaining high quality standards within established policies/practices and guidelines.

+ Handle 80 to 100 calls/day on average.

Use your skills to make an impact

**PLEASE MAKE SURE YOU ATTACH YOUR RESUME TO YOUR APPLICATION (PDF OR WORD FORMAT) **

Required Qualifications

+ Must reside in one of the following states: **KY, IN, CO, FL, OH, OK, TX, AZ, TN, NC or VA**

+ **Ability to speak both English and Spanish fluently** (see Language Proficiency Testing below)

+ Strong customer service orientation

+ Strong attention to detail

+ Strong typing and computer navigation skills, including Microsoft Office applications (Word, Excel, Outlook, and Teams)

+ Ability to manage multiple or competing priorities, including use of multiple computer applications simultaneously

+ Effective verbal and listening communication skills

Required Work Schedule** **:

Anticipated Start Date is** **June 23, 2025** **.

+ Virtual Training will start day one of employment and runs the first 4 weeks in a virtual classroom, followed by 3 weeks of on-the-job virtual training with a schedule of 8:30 AM to 5:00 PM EST, Monday - Friday.

+ This position requires learning many systems, policies, and tools, and it takes time to become proficient in the role.  You must be willing to remain in this position for a period of twelve (12) months before applying to other CenterWell opportunities outside the Inbound Contacts Representative team.

+ Following training, you must have the ability to work an 8-hour shift between the hours of 2:30 PM to 11:00 PM EST Monday through Friday (4 days during the weeks).

+ You must also be available to work an 8-hour shift 8:00 AM-6:30 PM EST on Saturdays.

+ **Early shifts are not a guarantee, so it is important to have availability any time during this timeframe.**

+ **Shift Differential may apply.**

Preferred Qualifications

+ Previous call center experience

+ Healthcare or pharmacy knowledge

+ 1+ year of customer service experience

Work at Home Guidance

To ensure Home or Hybrid Home/Office employees’ ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria:

+ At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested.

+ Satellite, cellular and microwave connection can be used only if approved by leadership.

+ Employees who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense.

+ Humana will provide Home or Hybrid Home/Office employees with telephone equipment appropriate to meet the business requirements for their position/job.

+ Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.

Additional Information

**PLEASE MAKE SURE YOU ATTACH YOUR RESUME TO YOUR APPLICATION (PDF OR WORD FORMAT) **

Interview Process

As part of our hiring process for this opportunity, we will be using an interviewing technology called HireVue to enhance our hiring and decision-making ability. HireVue allows us to quickly connect and gain valuable information from you pertaining to your relevant skills and experience at a time that is best for your schedule.

+ **Text Prescreen** : Shortly after submitting your application, you may receive both a text message and email requesting you to complete 10 to 15 prescreen questions with either yes or no answers. The text message may arrive prior to the email. If you prefer to answer via computer or tablet, wait for the email.

+ **Assessment:** If you are selected to move forward, you will receive an email to complete the Virtual Job Experience (VJE). This is an online activity where you will learn more about Customer Care jobs at Humana, try out some of the most common job tasks, and tell us more about yourself. Most people complete the VJE in approximately 30 minutes. To complete it, you will need a smart phone, computer or tablet with internet access, and speakers/headphones. We do not make job offers to candidates that do not complete the VJE.

+ **Interviews** : Some candidates will be invited to interview. If so, the recruiter will reach out to schedule.

+ **Reference Check/Language Proficiency** : Any Humana employee who speaks with a member in a language other than English must take a language proficiency assessment, provided by an outside vendor, to ensure competency. Applicants will be required to take the Interagency Language Rating (ILR) test as provided by the Federal Government.

+ **Offers** : Finalists from the interview will be contacted by a recruiter to discuss an offer for the job

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

The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.

$38,000 - $45,800 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.

Application Deadline: 05-08-2025

About us

About CenterWell Pharmacy: CenterWell Pharmacy provides convenient, safe, reliable pharmacy services and is committed to excellence and quality. Through our home delivery and over-the-counter fulfillment services, specialty, and retail pharmacy locations, we provide customers simple, integrated solutions every time. We care for patients with chronic and complex illnesses, as well as offer personalized clinical and educational services to improve health outcomes and drive superior medication adherence.

About CenterWell, a Humana company: CenterWell creates experiences that put patients at the center. As the nation’s largest provider of senior-focused primary care, one of the largest providers of home health services, and fourth largest pharmacy benefit manager, CenterWell is focused on whole-person health by addressing the physical, emotional and social wellness of our patients. As part of Humana Inc. (NYSE: HUM), CenterWell offers stability, industry-leading benefits, and opportunities to grow yourself and your career. We proudly employ more than 30,000 clinicians who are committed to putting health first – for our teammates, patients, communities and company. By providing flexible scheduling options, clinical certifications, leadership development programs and career coaching, we allow employees to invest in their personal and professional well-being, all from day one.

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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.

Centerwell, a wholly owned subsidiary of Humana, complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, gender identity or religion. We also provide free language interpreter services. See our full accessibility rights information and language options https://www.partnersinprimarycare.com/accessibility-resources