LA Medicaid Inbound Contact Representative

Job Summary

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. The Inbound Contacts Representative 2 performs varied activities and moderately complex administrative/operational/customer support assignments. Performs computations. Typically works on semi-routine assignments.

Responsibilities

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
• 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
• Bilingual (English and Spanish); with the ability to read, write, and speak English and Spanish
• 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.
• Following 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 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.
• 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 the Louisiana Medicaid Contact Center Team.

Travel

• While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.

Scheduled Weekly Hours

• 40

Pay Range

• $39,000 - $49,400 per year
• The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.

Description of Benefits

• Humana, Inc. and its affiliated subsidiaries (collectively, “Humana”) offers competitive benefits that support