Inbound Contacts Representative 1

Employment Type: Full-time

Position Overview

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. This role performs basic administrative/clerical/operational/customer support/computational tasks, typically working 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 a customer advocate by resolving complex concerns in an accurate and timely fashion. Demonstrate the 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.

Requirements

• Required Qualifications:

  • Our Department of Defense contract requires U.S. Citizenship for this role.
  • Must have 1 or more years of customer service experience in a professional environment.
  • Prior experience managing multiple or competing priorities, including the use of multiple computer applications simultaneously.
  • Demonstrated ownership to problem-solve independently.
  • Ability to manage multiple or competing priorities, including the use of multiple computer applications simultaneously.
  • Strong typing and computer navigation skills.
  • Ability to 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.
  • Must 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.

Responsibilities

• Address incoming telephone, digital, or written inquiries.
• Perform basic administrative/clerical/operational/customer support/computational tasks.
• Address customer needs, which may include complex benefit questions, resolving issues, and educating members.
• Record details of inquiries, comments or complaints, transactions or interactions and take action accordingly.
• Escalate unresolved and pending customer grievances.
• Deliver a consistent customer service experience by providing efficient and timely resolutions to TRICARE beneficiaries and providers.
• Act as a customer advocate by resolving complex concerns accurately and in a timely fashion.
• Make good business decisions aligned with Humana values.
• Prioritize workload to continuously answer incoming calls and maintain established schedules.

Work Schedule & Additional Information

• Required Work Schedule:

  • Training: This role is looking to start in September of 2025. Virtual training will start on day one of employment and runs for 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 the 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.

• Application Instructions:

  • Please be sure to include your resume with your application!
  • Please submit your resume as 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.

• Interviewing Technology:

  • As part of our hiring process for this opportunity, we will be using an interviewing technology called HireV.