What Does a Humana Customer Service Representative Do?

Humana is a health insurance company that provides a range of health care services and products to individuals, families, and employers. They offer a variety of plans, including Medicare, Medicaid, and individual and group health insurance.

A Customer Service Representative at Humana is responsible for providing excellent customer service to Humana members. This includes answering questions about their coverage, helping them understand their benefits, and resolving any issues they may have. They must also be knowledgeable about Humana’s products and services and be able to explain them to customers in a clear and concise manner. Customer Service Representatives must also be able to handle customer complaints in a professional and courteous manner.

Humana Customer Service Representative Job Duties

A Humana Customer Service Representative typically has a wide range of responsibilities, which can include:

• Provide excellent customer service to Humana members, responding to inquiries and resolving issues in a timely manner
• Utilize knowledge of the company’s products and services to answer questions and provide solutions
• Accurately document all interactions with customers in the system
• Follow up on customer inquiries as needed
• Maintain a positive attitude while interacting with customers
• Identify opportunities for improvement in customer service processes
• Assist with training new customer service representatives
• Monitor customer feedback and suggest changes to improve customer satisfaction
• Stay current on product updates and changes
• Provide support to other departments when needed
• Participate in team meetings and brainstorming sessions
• Adhere to all company policies and procedures

Humana Customer Service Representative Salary

The salary for a Customer Service Representative at Humana is determined by a variety of factors, including the individual’s experience, education, and skillset. Additionally, the company’s budget, the job’s location, and the current market rate for similar positions in the area can all influence the salary offered. Humana also considers the individual’s performance and dedication to the job when determining salary.

• Median Annual Salary: $37,039 ($17.81/hour)
• Top 10% Annual Salary: $44,290 ($21.29/hour)

Humana Customer Service Representative Job Requirements

To be hired as a Customer Service Representative at Humana, applicants must have a high school diploma or equivalent. Previous customer service experience is preferred, but not required. Applicants must also have excellent communication and problem-solving skills, as well as the ability to work in a fast-paced environment. Additionally, applicants must be able to type at least 40 words per minute and have a basic understanding of computers and software. Humana also requires applicants to pass a background check and drug test prior to being hired.

Humana Customer Service Representative Skills

Humana Customer Service Representative employees need the following skills in order to be successful:

Patience: Customer service representatives often work with people who are frustrated or angry. Having patience can help you diffuse situations and calm customers. You can also use patience when helping customers who are indecisive or unsure about their options.

Customer Service: Customer service skills are the foundation of any customer service job. Customer service skills include empathy, patience and the ability to communicate clearly with customers. Customer service representatives often work with customers to solve problems, answer questions and provide solutions to customer concerns.

Technical Support: Customer service representatives often work with technology, so technical support skills can be helpful in this role. You may be responsible for troubleshooting computer issues, resolving website problems or helping customers with online account issues. Familiarizing yourself with common technology issues can help you provide better service to your customers.

Upselling: Upselling is the process of suggesting additional products or services to a customer. For example, if a customer is purchasing a pet insurance policy, a customer service representative might suggest adding a pet wellness plan to the policy. This is an effective way to increase revenue for the company and increase customer satisfaction by providing them with products they might not have considered otherwise.

Product Knowledge: Having extensive product knowledge can help you answer customer questions and concerns. You can learn about the products and services your company offers by reading manuals, watching training videos and attending seminars. You can also learn about products and services from your colleagues and customers. This can help you answer questions and solve problems.

Humana Customer Service Representative Work Environment

Human customer service representatives typically work in an office setting, although some may work from home. They typically work a 40-hour week, although some may be required to work overtime or on weekends. The job can be stressful, as customer service representatives must be able to handle difficult customer inquiries and complaints in a professional manner. They must also be able to multitask and handle multiple customer inquiries at once. Travel is not typically required for this job, although some customer service representatives may be required to travel to customer sites to provide on-site support.

Humana Customer Service Representative Trends

Here are three trends influencing how Humana Customer Service Representative employees work.

Employee Wellness

Employee wellness is becoming an increasingly important trend in the workplace. Companies are recognizing that their employees’ physical and mental health can have a direct impact on productivity, morale, and overall job satisfaction. As a Human Resources Customer Service Representative, it is important to understand how to support employee wellness initiatives.

This could include providing resources for stress management, offering flexible work schedules, or creating programs to promote healthy habits such as exercise and nutrition. It is also important to be aware of any potential signs of burnout or other issues that may arise from working remotely. By understanding the importance of employee wellness, HR representatives can help create a positive work environment and ensure that employees remain engaged and productive.

Customer Service Automation

Customer service automation is becoming increasingly popular as a way to streamline customer service operations. Automation can help reduce costs, improve efficiency, and provide customers with faster responses. For Human Customer Service Representatives, this means that they will need to be familiar with the latest technologies in order to effectively use automated systems.

Customer service automation also allows for more personalized interactions with customers. By using AI-powered chatbots, customer service representatives can quickly respond to customer inquiries and provide tailored solutions. Additionally, automation can help identify customer trends and preferences, allowing customer service reps to better serve their customers.

Chatbots and AI

Chatbots and AI are becoming increasingly popular in customer service. They can provide customers with quick, accurate answers to their questions without the need for a human representative. This technology is especially useful for Humana Customer Service Representatives as it allows them to focus on more complex tasks while still providing excellent customer service.

AI-powered chatbots also have the potential to improve customer experience by understanding customer needs better than humans. For example, they can detect patterns in customer behavior and suggest relevant products or services that may be of interest. In addition, they can help reduce wait times and increase efficiency by automating mundane tasks such as data entry. Understanding this emerging trend is important for Human Customer Service Representatives so they can stay ahead of the competition and continue to provide top-notch customer service.

Advancement Prospects

Customer service representatives who demonstrate excellent customer service skills and a commitment to the company may be eligible for advancement. Advancement opportunities may include roles such as customer service supervisor, customer service manager, or customer service director. These roles involve more responsibility and may include additional duties such as training new customer service representatives, developing customer service policies, and managing customer service teams.

Interview Questions

Here are five common Humana Customer Service Representative interview questions and answers.

1. Tell me about a time where there was conflict and how you dealt with it.

This question is a great way to assess your problem-solving skills and ability to work with others. When answering this question, it can be helpful to highlight how you used your communication skills to resolve the conflict or disagreement.

Example: “At my previous job, I had a coworker who was always late for our morning meetings. This made it difficult for us to start our day on time because we would have to wait for them before starting our daily tasks. After talking to them about their tardiness, they said that they were having trouble getting up in the mornings. So, I offered to help them by giving them some tips on how to get up earlier. They agreed and after a few weeks of following these tips, they started coming to work on time.”

2. If hired, what goals would you set for yourself during your first 90 days?

This question is a great way to learn more about the goals and expectations of an employer. When answering this question, it can be helpful to think about what you would like to accomplish in your first three months on the job. It can also be beneficial to include some specific metrics or KPIs that you would use to measure your success.

Example: “I would want to make sure I was able to answer customer questions quickly and efficiently. In my last role, we used Net Promoter Score as a metric for customer satisfaction. I would set a goal to achieve a NPS score of 50 or higher within 90 days.”

3. How do you keep up-to-date with healthcare changes?

The healthcare industry is constantly changing, and it’s important for customer service representatives to stay up-to-date with the latest developments. Your answer should show that you are committed to learning about new changes in your field. You can mention specific resources you use to keep yourself informed.

Example: “I am passionate about my career, so I make sure to read articles and blogs on a regular basis. I also subscribe to newsletters from professional organizations like the American Medical Association. I find these resources very helpful because they provide me with information on current issues as well as tips and advice.”

4. Have you had any previous training in customer service?

This question can help the interviewer understand your background and experience in customer service. If you have had previous training, share what you learned with the interviewer. If you haven’t had any formal training, explain how you’ve gained similar skills through other experiences.

Example: “I took a course on customer service when I was studying for my associate’s degree. The class helped me learn about different ways to interact with customers and provided some basic information about common issues that customers may face. Since then, I’ve worked as a cashier at a local grocery store where I interacted with many customers each day. This experience has helped me develop my communication skills and learn more about how to solve problems for customers.”

5. Why do you want to work for Humana?

This question can help the interviewer determine your level of interest in working for their company. It also helps them understand what motivates you to do your job well. When answering this question, it can be helpful to mention a few specific things that attracted you to Humana and why you think they are important.

Example: “I want to work for Humana because I am passionate about helping people live healthy lives. I have always been interested in healthcare, so when I saw that Humana offers many different services, I knew it would be an excellent place to start my career. I am excited to learn more about all of the ways we can support our customers.”