[Remote] Bilingual Call Center Representative at Humana

Texas, United States

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Not SpecifiedCompensation

Entry Level & New GradExperience Level

Full TimeJob Type

UnknownVisa

Healthcare, MedicaidIndustries

Requirements

2+ years of customer service experience
Bilingual English/Spanish; must be able to speak, read, and write in both languages without limitations or assistance (language proficiency testing required via Interagency Language Rating (ILR) test)
Must reside in the state of Louisiana or Texas
Demonstrated experience providing exceptional customer service and attention to details while listening on calls
Prior experience managing multiple or competing priorities, including use of multiple computer applications simultaneously
Prior experience effectively communicating with customers verbally and listening to their needs
Must be able to accurately and completely document member needs, inquiries, or questions during calls within multiple systems
Willingness to commit to 12 months in the position before applying to other Humana opportunities
Availability for required training schedule: starts January 12, 2026; 8:00 AM to 4:30 PM CST, Monday-Friday for 7-8 weeks; perfect attendance required during training and first 60 days; camera on and professional during training/meetings
Availability for required work schedule: 10:30 AM – 7:00 PM CST, Monday-Friday following training; some overtime may be required

Responsibilities

Address customer needs, including complex benefit questions, resolving issues, and educating members
Record details of inquiries, comments, complaints, transactions, or interactions and act accordingly
Escalate unresolved and pending customer grievances
Support Medicaid Outbound Call Campaign efforts by conducting outreach calls to members
Work within defined parameters to identify work expectations and quality standards, with some latitude over prioritization/timing under minimal direction
Follow standard policies/practices, allowing for some interpretation/deviation and independent discretion

Skills

Key technologies and capabilities for this role

Customer ServiceBilingual English/SpanishCall HandlingIssue ResolutionMedicaid KnowledgeOutbound CallingAttention to DetailMultitasking

Humana

Health insurance provider for seniors and military

About Humana

Humana provides health and well-being services, focusing on Medicare Advantage plans for seniors, military personnel, and communities. Their plans include HMO, PPO, and PFFS options, designed to improve health outcomes through comprehensive and flexible coverage. Humana's revenue comes from government contracts and member premiums, and they aim to maintain high renewal rates by offering quality service and competitive benefits. The company stands out by fostering a culture of inclusivity and belonging among its employees, while also ensuring accessibility for all members, including offering free language interpreter services. Humana's goal is to deliver value to its members through an extensive provider network and innovative health solutions.

Louisville, KentuckyHeadquarters

1961Year Founded

IPOCompany Stage

Social Impact, HealthcareIndustries

10,001+Employees

Risks

Potential over-reliance on AI could disrupt operations if systems fail or are compromised.

Rising medical costs and tightening Medicare reimbursements may strain financial performance.

Leadership change with new CEO Jim Rechtin could lead to strategic disruptions.

Differentiation

Humana is a leader in Medicare Advantage plans, focusing on seniors and military personnel.

The company emphasizes inclusivity, offering free language interpreter services for accessibility.

Humana leverages AI and cloud technologies through a partnership with Google Cloud.

Upsides

Humana's investment in Healthpilot enhances digital enrollment for Medicare options.

The company is the first insurer to cover TMS therapy for adolescent depression.

Humana's focus on value-based care aims to improve outcomes for kidney disease patients.

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