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

The Inbound Contacts Representative 1 represents the company by addressing incoming telephone, digital, or written inquiries. The Inbound Contacts Representative 1 performs basic administrative/clerical/operational/customer support/computational tasks. Typically works on routine and patterned assignments.

The Inbound Contacts Representative 1 addresses customer needs which may include complex benefit questions, resolving issues, and educating members. Records details of inquiries, comments or complaints, transactions or interactions and takes action in accordance to it. Escalates unresolved and pending customer grievances. Decisions are limited to defined parameters around work expectations, quality standards, priorities and timing, and works under close supervision and/or within established policies/practices and guidelines with minimal opportunity for deviation.

+ Deliver a consistent customer service experience by providing efficient and timely resolutions to our TRICARE beneficiaries and providers

+ Act as customer advocate by resolving complex concerns in an accurate and timely fashion

+ Demonstrate ability to make good business decisions aligned with our Humana values

+ Prioritize workload to continuously answer incoming calls and maintain established schedules

Use your skills to make an impact

Required Qualifications

+ **Our Department of Defense contract requires U.S. Citizenship for this role**

+ Must have 1 or more years customer service experience in a professional environment

+ Prior experience managing multiple or competing priorities, including use of multiple computer applications simultaneously.

+ Demonstrated ownership to problem-solve independently

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

+ Strong typing and computer navigation skills

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

+ **HGB is not authorized to do work in Puerto Rico per our government contract. We are not able to hire candidates that are currently living in Puerto Rico**

+ **Successfully receive approval for government security clearance (Via National Background Investigation Services NBIS)**

Preferred Qualifications

+ Experience in healthcare, military, or managed care environment

+ Call Center experience

+ College degree (Associate’s or Bachelor’s) highly preferred

+ Knowledge of customer service principles and practices – formal training or experience

Additional Information

Required Work Schedule** **:

Training:

+ **This role is looking to start in Sep of 2025. Virtual Training will start on day one of employment and runs the first 6 to 8 weeks with a schedule of 8:30 am - 5:00 pm EST, Monday – Friday.**

+ **Attendance is vital for success, so no time off is allowed during training, with the exception of observed (and paid) company holidays.**

Work Schedule Following Training:

+ Following training, you will work an 8-hour shift between the hours of 8:00 am – 7:00 pm (regardless of time zone), Monday - Friday. Shifts will be assigned at time of offer.

+ The initial 180 days of employment constitute an Appraisal Period, during which unapproved or unscheduled time off is restricted.  This Appraisal Period is essential to your learning and development, which is why we ask for perfect attendance.

Additional Information

****Please be sure to include your resume with your application!** ** Please submit at a PDF or Word document with your initial application.

Work at Home Guidance

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

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

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. All interviews will be must be on video.

ALERT** **: Humana value’s personal identity protection. Please be aware that applicants selected for leader review may be asked to provide a Social Security Number, if it is not already on file. When required, an email will be sent from [email protected] with instructions to add the information into the application at Humana’s secure website

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.

About us

Humana Inc. (NYSE: HUM) is committed to putting health first – for our teammates, our customers and our company. Through our Humana insurance services and CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health – delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare, Medicaid, families, individuals, military service personnel, and communities at large.

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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.

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 https://www.humana.com/legal/accessibility-resources?source=Humana_Website.