Medicare Call Center Representative

Role overview

Join a member-focused service team where you’ll support Medicare members by answering inbound phone, digital, and written inquiries on behalf of Humana. This role involves a mix of customer support, administrative work, and operational tasks that are moderately complex and generally routine in nature. The goal is to help each member reach a resolution or at least a clear next step, while delivering a consistently strong service experience.

What you’ll do

You’ll help with a wide range of member concerns, including detailed benefits questions, issue resolution, and education about coverage and services. The position is based in a busy inbound contact center and requires handling more than 40 calls each day. Because the environment is fast paced and high volume, the work can occasionally be stressful.

You’ll document member inquiries, comments, complaints, transactions, and interactions accurately, then take timely action when needed, including escalating unresolved or pending grievances. You’ll operate with limited supervision, work within defined guidelines, and make decisions based on policy interpretation and approved procedures. Some tasks may require independent judgment and flexible prioritization.

Schedule and training

Training begins on day one and lasts for 12 weeks. During training, the schedule is Monday through Friday from 8:00 AM to 4:30 PM EST. Attendance is mandatory, there is no time off allowed during training, and you must be punctual, appropriately dressed, and on camera for the full training session and any leadership meetings. Your face must remain clearly visible from the shoulders up.

After training, you’ll move to an 8-hour shift between 8:00 AM and 8:00 PM Eastern Time, Monday through Friday. Shift bids are handled periodically based on business needs and performance. Weekend work and overtime may be required, especially from October through March and whenever business demands it. January is a no-time-off month except for Humana-observed holidays. When possible, advance notice of at least one week will be provided for required overtime or weekend coverage, though this may not always be possible.

All associates are subject to a 180-day appraisal period. As part of career development, you may also be assigned to other business lines, including escalation support teams such as Member Solutions, depending on operational needs.

Required experience and skills

You need at least two years of customer service experience, along with a proven ability to communicate clearly, listen actively, manage competing priorities, and work across multiple computer applications at the same time. Strong attention to detail is important. Proficiency with Microsoft Office tools, especially Outlook and Teams, is required.

Preferred background includes prior inbound call center experience, healthcare experience, an associate’s or bachelor’s degree, and bilingual Spanish-English ability.

Pay and benefits

The pay rate for this role is $19.24 per hour. Spanish-English bilingual candidates may earn $20.24 per hour after language proficiency testing. This rate is fixed and not negotiable. The listed annual base pay range for full-time work is $39,000 to $49,400.

Humana offers a benefits package that includes medical, dental, and vision coverage; a 401(k) retirement savings plan; paid time off; company and personal holidays; volunteer time off; paid parental and caregiver leave; short-term and long-term disability; and life insurance, along with other well-being programs.

Work-from-home setup

This is a remote position, but occasional travel to Humana offices for training or meetings may be needed. To work effectively from home or a hybrid home/office setup, your internet connection must provide at least 25 Mbps download speed and 10 Mbps upload speed. The connection must be hard-wired; wireless, satellite, cellular, and microwave options are not allowed. Associates in California, Illinois, Montana, or South Dakota may receive a bi-weekly payment for internet expenses. Humana will supply the phone equipment needed for the job. You must also have a dedicated workspace free from interruptions to protect member PHI/HIPAA information.

Language testing

Any associate who communicates with members in a language other than English must complete a language proficiency assessment through an outside vendor. Applicants will be required to take the Interagency Language Rating test provided by the federal government.

Application and interview process

Please include your current, updated resume in PDF or Word format. The hiring process may include an online Virtual Job Experience activity, text-based prescreening, a video prescreen, live virtual interviews, and an offer discussion with a recruiter. Completion of the Virtual Job Experience is required for a job offer. Depending on the number of openings, candidate volume, and interviewer availability, the process may take several weeks or less.

About the company

Humana is a major U.S. healthcare company serving people with Medicare, Medicaid, families, individuals, military service personnel, and communities through its insurance and healthcare services. The company is an equal opportunity employer and makes employment decisions without regard to protected characteristics, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability, or veteran status.