Inbound Contacts Representative

The Inbound Contacts Representative represents Humana by addressing incoming telephone, digital, or written inquiries. This role performs basic administrative, clerical, operational, customer support, and computational tasks, typically on routine assignments. The representative addresses customer needs, including complex benefit questions, resolving issues, and educating members. They record details of inquiries, comments, complaints, transactions, or interactions and take action accordingly, escalating unresolved customer grievances.

Decisions are limited to defined parameters around work expectations, quality standards, priorities and timing, and works under close supervision and within established policies/practices and guidelines with minimal opportunity for deviation. The position requires learning multiple systems, policies, tools, and processes to become proficient.