Inbound Contact Representative 2 - Dental at Humana

Job description

Become a part of our caring community As a Dental Inbound Contacts Representative, you are often the first human connection our members have with us. Working remotely, you will report to the Inbound Contacts Supervisor and be a part of the Consumer Contacts team. Every interaction is an opportunity to solve a problem, reduce frustration, and create trust. You will support members and providers by answering benefit questions, resolving concerns, and guiding them through next steps—helping ensure they feel informed and supported. This role is ideal for someone who enjoys helping others and takes pride in delivering a high-quality customer experience As a Dental Inbound Contacts Representative, you will: Handle 40+ inbound calls daily from members and providers in a back-to-back call center environment Address multiple member and provider needs, including benefit questions, service issues, and general inquiries Escalate unresolved and pending customer grievances Document all interactions, actions taken, and outcomes in internal systems Resolve routine to moderately complex issues by following established guidelines and workflows Identify issues requiring escalation and ensure handoff to the appropriate teams Meet quality, productivity, and customer experience expectations What Success Is: Members feel heard, supported, and satisfied with their experience We are proactive and resolve issues on the first contact whenever possible Documentation is complete, clear, and compliant Experience empathizing with frustrated customers, and accountability in every interaction Use your skills to make an impact Required Qualifications: Minimum 2 years of customer service experience Must reside in the Central or Eastern Time Zone Customer service mindset with a genuine desire to help others Experience documenting customer issues in detail Experience assessing support requests in multiple systems simultaneously and escalating based on severity Experience interpreting and responding to customer requests Experience excelling within performance-focused settings Preferred Qualifications: Associate or bachelor's Degree Previous inbound call center experience Healthcare, Dental or insurance industry experience Required Training Schedule: This position is scheduled to start on January 4, 2027. Training will begin on day one and last five to six weeks with a schedule of 8:30 AM to 5:00 PM Eastern, Monday through Friday. To support an engaging and productive training experience, please be on time and join from a quiet, distraction-free environment. Cameras are expected to remain on during training and any meetings designated by leadership, with associates visible and engaged throughout the session. To help set you up for success during onboarding and training, consistent attendance is essential. Associates are required to be available throughout the first 90 days and should minimize planned time away, when possible, during the 180-day appraisal period. Work Schedule Following Training: Following training, you will be assigned an 8-hour shift between 11:00 AM and 9:00 PM Eastern, Monday through Friday. Shift bids periodically occur, based on business needs and is based on performance and tenure The initial 180 days of employment as an Inbound Contacts 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 of the SSO Specialty Dental team 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: