Inbound Contacts Representative

San Antonio, Texas, United States

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Health Insurance, HealthcareIndustries

Requirements

Candidates must be bilingual in Spanish and English, possess 1-3 years of customer service experience, and have a strong customer service orientation. Required skills include strong attention to detail, proficiency in typing and computer navigation, and effective verbal and listening communication. The ability to manage multiple or competing priorities, including the simultaneous use of multiple computer applications, is essential. Candidates must also be passionate about contributing to an organization focused on continuously improving consumer experiences and have internet service with a minimum download speed of 25 Mbps and an upload speed of 10 Mbps.

Responsibilities

The Inbound Contacts Representative will represent the company by addressing incoming telephone, digital, or written inquiries, performing basic administrative, clerical, and operational tasks, and providing customer support. They will handle complex benefit questions, resolve issues, educate members, and record details of inquiries, comments, or complaints. The role involves escalating unresolved customer grievances, processing prior authorization requests from providers, members, and pharmacies via phone, and potentially making outbound calls to clarify information. The representative works within defined parameters, follows standard policies, and may have some latitude over prioritization and timing.

Skills

Customer Support

Call Center

Bilingual Spanish/English

Administrative Tasks

Clerical Tasks

Problem Solving

Communication

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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