Bilingual Inbound Contact Rep

Become a part of our caring community 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. The Bilingual Inbound Contacts Representative serves as a primary point of contact for customers, providing support through phone, digital, and written channels in both English and Spanish. This role handles a variety of customer inquiries, resolves issues, and delivers accurate information while ensuring a positive customer experience. The position performs moderately complex customer service, administrative, and operational support activities, manages semi-routine assignments with minimal guidance, and exercises sound judgment to support quality service and customer satisfaction. As a Bilingual Inbound Contacts Representative , you will: Respond to customer inquiries, including benefits-related questions, issue resolution, and member education. Provide professional customer support in both English and Spanish to help customers understand benefits, programs, and available resources. Accurately document customer interactions, inquiries, concerns, and transactions, ensuring timely follow-up and resolution. Escalate unresolved issues to the appropriate team when needed. Apply established policies, procedures, and best practices to resolve customer needs efficiently. Use strong problem-solving and decision-making skills to deliver high-quality service. Manage workload and priorities effectively while working with minimal supervision. Exercise sound judgment and make informed decisions within established guidelines to support customer satisfaction and business objectives. Use your skills to make an impact Required Qualifications Minimum of 3 years of customer service experience in a professional environment. Bilingual proficiency in English and Spanish, with the ability to communicate effectively both verbally and in writing. Strong customer service and problem-solving skills, with a commitment to delivering a positive customer experience. Ability to explain information clearly and effectively to diverse customer populations. Strong attention to detail and accuracy when documenting information and completing tasks. Proficiency using computers and navigating multiple applications simultaneously. Ability to manage multiple priorities in a fast-paced environment. Passion for contributing to an organization focused on improving consumer and member experiences. Preferred Qualifications Experience in a contact center, customer support, member services, or a related customer-facing role. Experience supporting healthcare, insurance, benefits, or other regulated industries. Experience handling complex customer inquiries and issue resolution. Experience providing customer support in both English and Spanish. Post-secondary education, professional training, certifications, or an equivalent combination of education and experience. Hours: Shift will fall between the hours of 8am- 11pm EST (Monday-Friday) Additional Information This role may require regular interaction with customers who prefer to communicate in Spanish and English. Candidates selected for this role may be required to successfully complete a language proficiency assessment to validate their ability to communicate effectively in both English and Spanish, including speaking, reading, comprehension, and written communication skills. Work at Home Requirements: To ensure Home or Hybrid Home/Office employees’ ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria: At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested. In certain roles, the minimum recommended internet speed required by Humana may not be sufficient for business needs. Humana reserves the right to require associates to upgrade their internet service if necessary. Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information. 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 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. $39,000 - $49,400 per year Description of Benefits Humana, Inc. and its affiliated subsidiaries (collectively, “Humana”) offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities. About us About Humana: Humana Inc. (NYSE: HUM) is a leading U.S. healthcare company. Through our Humana insurance services and our CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health – delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare and Medicaid, families, individuals, military service personnel, and communities at large. Learn more about what we offer at Humana.com and at CenterWell.com. ​ Equal Opportunity Employer It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.