Job Details

Consumer Service Operations Representative 2

Company name
Humana Inc.

Louisville, KY, United States

Employment Type

Call Center, Customer Service

Posted on
Dec 28, 2021

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Job Information


Consumer Service Operations Representative 2





The Consumer Service Operations Representative 2 represents the Dual Eligible Outreach Department by taking inbound calls to members and/or providers regarding a variety of issues.

The Consumer Service Operations Representative 2 performs advanced administrative/operational/customer support duties that require independent initiative and judgment. May apply intermediate mathematical skills. The Consumer Service Operations Representative 2 performs varied activities and moderately complex administrative/operational/customer support assignments. Performs computations.


Are you interested in joining a fun, creative, and welcoming team that loves to bring smiles to the faces of our members by helping them save money? Our associates work with a sense of urgency as customer advocates, gathering information to determine customer eligibility for Programs in which the customer may qualify. In our department, we are not only focused on the engagement of our customers, but we also offer a variety of engagement opportunities that promote individual growth and development. Come be a part of the Dual Eligible Outreach (DEO) family!

The Consumer Service Operations Representative 2 performs necessary follow up with members and/or providers. Ensures responses to member and/or provider inquiries are completed on a timely basis to achieve service and quality standards. Decisions are typically focused on methods, tactics and processes for completing administrative tasks/projects. Regularly exercises discretion and judgment in prioritizing requests and interpreting and adapting procedures, processes and techniques, and works under limited guidance due to previous experience/breadth and depth of knowledge of administrative processes and organizational knowledge.

Assist beneficiaries over the phone with Medicaid financial assistance program eligibility

Engage with beneficiaries and obtain buy in with the handling of sensitive information

Ask probing questions, research and problem solve issues for beneficiaries

Process Medicaid State application forms

Meet daily and monthly productivity metrics

Any additional responsibilities or assignments identified by Humana leadership team

Schedule will be Monday - Friday 10:40 a.m.-7:10 p.m.

Training Information

4-6 weeks of virtual training, 9:00am-5:30pm, subject to change based on business needs

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.

Required Qualifications

1 years of call center and/or customer service experience, including typing/data entry

Excellent verbal, listening and written communication skills

Aptitude for quickly learning and navigating new technology, systems and applications

Must be passionate about contributing to an organization focused on continuously improving consumer experiences

Proficiency in Microsoft Office applications, including: Outlook, Word and Excel

Adaptable with the ability to thrive in a fast paced environment

Strong attention to detail

Ability to manage multiple or competing priorities, including use of multiple computer applications simultaneously

High-speed DSL or cable modem internet connection for a home office; a minimum standard speed for optimal performance of 10mb and 1 mb up. A dedicated space with a door that locks preventing ongoing interruptions

Preferred Qualifications

Associate's or Bachelor's Degree

Previous healthcare experience

Previous inbound and/or outbound call center experience

Experience in healthcare


In order to support the CDC recommendations on social distancing and reduce health risks for associates, members and public health, Humana is deploying virtual and video technologies for all hiring activities. This position may be subject to temporary work at home requirements for an indefinite period of time. These requirements include access to a personal computing device with a camera, a minimum internet connection speed of 10m x 1m, and a dedicated secure home workspace for interview or work purposes. Humana continues to monitor the situation, and will adjust service levels as the coronavirus situation evolves. The following changes are temporary and will be evaluated frequently with the goal of returning to normal operations as soon as possible. Your Talent Acquisition representative will advise on the latest recommendations to protect your health and wellbeing during the hiring process. #ThriveTogether #WorkAtHome

Additional Information

For this role, associates are required to be fully COVID vaccinated or undergo weekly COVID testing and wear a face covering while at work. The weekly testing will need to be done through an approved Humana vendor, and unvaccinated associates should follow all social distancing and masking protocols if they are required to come into a Humana facility or work outside of their home. We are a healthcare company committed to putting health and safety first for our members, patients, associates, and the communities we serve.

If progressed to offer, you will be required to:

Provide proof of full vaccination or commit to testing protocols

*OR  *

Provide proof of applicable exemption including any required supporting documentation

​​Medical, religious, state and remote-only work exemptions are available.

Interview Format

As part of our hiring process, we will be using an exciting interviewing technology provided by Modern Hire, a third-party vendor. This technology provides our team of recruiters and hiring managers an enhanced method for decision-making.

If you are selected to move forward from your application prescreen, you will receive correspondence inviting you to participate in a pre-recorded Voice Interview and/or an SMS Text Messaging interview. If participating in a pre-recorded interview, you will respond to a set of interview questions via your phone. You should anticipate this interview to take approximately 10-15 minutes.

If participating in a SMS Text interview, you will be asked a series of questions to which you will be using your cell phone or computer to answer the questions provided. Expect this type of interview to last anywhere from 5-10 minutes. Your recorded interview(s) via text and/or pre-recorded voice will be reviewed and you will subsequently be informed if you will be moving forward to next round of interviews.

Scheduled Weekly Hours


Company info

Humana Inc.
Website :

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