Bilingual Spanish LA Inbound Call Center Rep

About the Role

Employment Type: Full time

Become a part of our caring community and help us put health first. The Inbound Contacts Representative 2 represents the company by addressing incoming telephone, digital, or written inquiries. This role performs varied activities and moderately complex administrative/operational/customer support assignments. Performs computations. Typically works on semi-routine assignments.

The Inbound Contacts 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 acts 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. In addition to handling inbound inquiries, this role also performs outbound member outreach as needed, contacting members to follow up on outstanding issues and provide call resolution.

Use your skills to make an impact.

Required Qualifications

• Must live in the State of Louisiana
• Must be Bilingual (English and Spanish); with the ability to read, write and speak English and Spanish
• Minimum 3 years of customer service experience.
• Demonstrated experience with 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.

Preferred Qualifications

• Associate or bachelor’s Degree
• Prior inbound call center or related customer service experience
• Prior healthcare experience
• Proficiency with Microsoft Office applications, particularly Outlook and MS Teams

Required Work Schedule

This class is scheduled to start October 6, 2025.

• Virtual Training: Will start day one of employment and runs the first 6 - 7 weeks with a schedule of 8:00 am – 4:30 pm Central Time, Monday - Friday.
• Post-Training: Must be available to work any 8-hour shift between the hours of 7:00 am - 7:00 pm Central Time, Monday – Friday (subject to change based on business needs).
• Attendance: Attendance is vital for success; no time off is allowed during training or within your first 120 days. The initial 120 days of employment as an Inbound Contact Representative 2 constitute an appraisal period. This Appraisal Period is essential to your learning and development, which is why we ask for perfect attendance during both the classroom training and nesting periods.
• Role Commitment: You must be willing to remain in this position for a period of twelve (12) months before applying to other Humana opportunities outside the Louisiana Medicaid Contact Center Team.

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.
• Satellite, cellular and microwave connection can be used only if approved by leadership.
• Humana will provide Home or Hybrid Home/Office associates with telephone equipment appropriate to meet the business requirements for their position/job.
• Work from a dedicated space lacking ongoing interruptions.