Call Center Rep - Work From Home

About the Role

Employment Type: Full time

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

The Call Center Representative 2 represents Humana by addressing incoming telephone, digital, or written inquiries from Medicare members. The Call Center Representative 2 strives to provide the member a resolution or pathway to resolution on each call while providing a perfect call experience.

The Call Center Representative 2 addresses customer needs which may include complex benefit questions, resolving issues, and educating members. This is a high-volume call center setting, which can be stressful at times.

Key Responsibilities

• Handles 40+ inbound calls daily from members in a fast-paced inbound call center environment.
• 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.

Use your skills to make an impact.

Required Work Schedule

• Projected start date: October 13, 2025.
• Must be fluent in English with the ability to speak, read, and write in that language without limitations or assistance. If selected for the position, you will be required to take a Language Proficiency Assessment in English / Spanish.
• Virtual training: Will start on day one of employment and runs for the first 10 to 12 weeks with a schedule of 8:00 AM to 4:30 PM EST (9:00 am to 5:30 PM AST during Daylight Saving Time), Monday through Friday.
• You must be on time, dressed appropriately, with your camera ON during training and for other meetings required by leadership.
• Attendance: No time off is allowed during training or within 60 days following training. Time off during your 120-day appraisal period is extremely limited. Exception: Should a Humana-observed holiday occur during training or within the 120-day appraisal period, you will have the holiday off (paid).
• Post-training shift: You will be assigned to an 8-hour shift between the hours of 7:45 AM and 9:00 PM Eastern Time (8:45 AM to 10:00 PM AST during Daylight Saving Time), Monday through Friday.
• Shift Bids take place periodically and are based on performance and business needs.
• Some weekends and overtime may also be required, especially during our peak annual enrollment season of October through March and as needed by the business. We strive to provide a minimum of a week’s advance notice for weekends and overtime.
• 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 of Individual or Group Medicare.

Required Qualifications

• Must currently reside in Puerto Rico.
• 2 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.