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The Medicare Call Center Representative 2 represents the company by addressing incoming telephone, digital, or written inquiries from Medicare members. The Medicare Call Center Representative 2 performs varied activities and moderately complex administrative / operational / customer support assignments. Performs computations. Typically works on semi-routine assignments.

The Medicare Call Center Representative 2 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 accordingly. Escalates unresolved and pending customer grievances. Decisions are typically focused on interpretation of area / department policy and methods for completing assignments. Works within defined parameters to identify work expectations and quality standards, but has some latitude over prioritization / timing, and works under minimal direction. Follows standard policies / practices that allow for some opportunity for interpretation / deviation and / or independent discretion.

+ **Handles 20 to 35 inbound calls daily from Medicare members** with a focus on high-quality service and one-call resolution.

+ **While the associate receives inbound calls, 60% to 70% of them require associates to place outbound calls** to physicians, DME vendors, pharmacies or other entities to help members.

+ Records details of inquiries, comments or complaints, transactions, or interactions, and takes action accordingly.

+ Escalates unresolved and pending customer grievances. Decisions are typically focused on interpretation of area / department policy and methods for completing assignments.

+ Works within defined parameters to identify work expectations and quality standards, but has some latitude over prioritization/timing, and works under minimal direction.

+ Follows standard policies / practices that allow for some opportunity for interpretation/deviation and / or independent discretion.

+ Requires strong emotional intelligence to proactively provide solutions, ensuring the member's utmost health and safety.

Use your skills to make an impact

Required Work Schedule

+ **Projected start date: October 13, 2025.**

+ Virtual training will start on day one of employment and runs for the first 7 weeks, working any shift between the hours of 8:00 AM and 8:00 PM Eastern Time (9:00 AM to 9:00 PM AST during Daylight Saving Time), Monday through Friday, based on business needs.

+ Following 7 weeks of training, associates will be assigned to an 8-hour shift between the hours of 8:00 AM and 8:00 PM Eastern Time (9:00 AM to 9:00 PM AST during Daylight Saving Time), Monday through Friday.

+ **Must have flexibility to work weekends, holidays and/or mandatory overtime, based on business needs.**

+ 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 Humana opportunities outside the CarePlus Team.**

Required Qualifications

+ **Must** **currently** **live in Puerto Rico.**

+ **Must be fully Bilingual in English / Spanish with the ability to speak, read, and write in both languages without limitations or assistance. If selected for the position, you will be required to take a Language Proficiency Assessment in English / Spanish (see Language Proficiency Testing below).**

+ **1+ years of customer service experience**

+ Demonstrated experience with providing strong customer service and attention to detail while actively listening.

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

+ Proficiency with Microsoft Office applications, particularly Outlook and Teams

+ Ability to maintain a professional demeanor, practicing strict confidentiality for all sensitive information.

+ Strong initiative with the ability to adapt to change quickly and be empathetic.

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:

+ **Must have the ability to provide a high-speed DSL or cable modem for a home office. A download speed of 25 Mbps and an upload speed of 10 Mbps is required.**

+ **Associates in this role are required to be hard-wired to their internet connection. Wireless, satellite, cellular, and microwave connections are** **NOT** **permitted.**

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

+ Please note this position allows you to work at home until further notice; there is a possibility of this opportunity returning to a physical office at a future date, to be determined by leadership.

Preferred Qualifications

+ Associate or Bachelor’s degree

+ Previous call center or related customer service experience

+ Previous experience with case management processes

+ Previous healthcare experience

Language Proficiency Testing

Any Humana associate 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.

Additional Information

**PLEASE make sure to attach your resume to your application (** **_IN ENGLISH, PLEASE_** **) (PDF OR WORD FORMAT) **

Selection Process

Time off and scheduled obligations during the first 120 days will be evaluated as part of the selection process. Training and onboarding for this position is critical for associate development.

Interview Process

As part of our hiring process for this opportunity, we will be using 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 that you complete a few 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.

+ **Video Prescreen:** If you are successful with the VJE, you will receive another communication to record a Video Prescreen. This is an online video activity using your phone, tablet, or computer; however, most candidates prefer using a computer or tablet.

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

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

+ **Note:** Depending on the number of openings, the number of candidates who apply, and the schedules of interviewers and recruiters, this process may take several weeks or less; however, know that we are working hard to proceed as quickly as possible and to keep you informed.

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.

$29,300 - $37,100 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.