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Humana Healthcare Call Center Lead - Any Time Zones in Albuquerque, New Mexico


The Inbound Contacts Representative 4 represents the company by addressing incoming telephone, digital, or written inquiries. The Inbound Contacts Representative 4 assumes ownership and leads advanced and highly specialized administrative/operational/customer support duties that require independent initiative and judgment.


The Healthcare Call Center Lead role works as a Inbound Contacts Representative 4 addresses customer needs which may include complex benefit questions, resolving issues, and educating members. Records details of inquiries, comments or complaints, transactions or interactions and takes action in accordance to it. Escalates unresolved and pending customer grievances. Decisions are regarding the daily priorities for an administrative work group and/or external vendors including coordinating work activities and monitoring progress towards schedules/goals, and often oversees work of others and/or is the primary administrative owner of a main process, program, product or technology. Works within broad guidelines with little oversight.

Required Qualifications

  • High School Diploma or GED

  • Experience working in a high volume Inbound and or outbound Call Center that may handle quality call resolution

  • Handling Escalation Calls

  • Assisting the associate and providing guidance.

  • Working experience in a healthcare environment

  • 1+ years experience leading projects, subject matter expert, team lead or prior leadership experience

  • Experience working in a heavy metric based environment

  • Intermediate or above Proficiency in Microsoft Office applications, including: Outlook, Word and Excel

  • Excellent verbal and written communication skills

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

  • Reside in states that are in any Time Zones

Additional Requirements:

Hours: Must be able wok an 8 hour shift Monday through Friday between the hours of 8:00 AM to 8:00 PM Eastern Time - rotating weekends and or holidays. Hours are subject to change based on business needs - Leader will discuss during the interview

Work style/Location: Position will permanently report to a remote/work at home office.

Preferred Qualifications

  • Associate's or Bachelor's Degree

  • 1+ years experience working on escalated call line, providing support to inter-department for Inbound Contact Representatives

  • Prior work experience in an operational setting

  • Previous experience with coordinating and leading projects and tasks

  • Bilingual (English and Spanish); with the ability to pass a language assessment

Additional information

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:

Upon Interview

  • A personal computing device with a camera, a minimum internet connection speed of 10m x 1m,

  • A dedicated secure home workspace for interview or work purposes.

Upon Hire

  • Minimum internet hardwired internet speed of 10m x 1m, (Satellite, Wireless and or Hot Spot service are prohibited)

  • A dedicated secure home workspace for interview or work purposes.

  • Equipment will be provided for home office use

Humana continues to monitor the situation, and will adjust service levels as the corona virus 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 well-being during the hiring process.

Interview Format

As part of our hiring process for this opportunity, we will be using an exciting interviewing technology called Modern Hire Text to enhance our hiring and decision-making ability. Modern Hire Text allows us to quickly connect and gain valuable information from you pertaining to your relevant skills and experience at a time that is best for your schedule.

If you are selected for a first round interview, you will receive a correspondence inviting you to participate in a Modern Hire Text interview. In this interview, you review a set of interview questions over your phone and you will provide text responses to each question. You should anticipate this interview to take about 15 to 20 minutes. Your text message interview will be reviewed and you will subsequently be informed if you will be moving forward to next round of interviews


As part of our hiring process for this opportunity, we will be using a technology called Modern Hire Voice which allows us to quickly connect and gain valuable information from you about your relevant experience.

If you are selected for a phone screen you will receive an email inviting you to participate in a Modern Hire Voice interview. During this call you will be asked a set of questions pertaining to this particular role and you will provide recorded responses. The entire process takes about 15-20 minutes and can be done at your convenience. Your responses will be reviewed and you will be informed if you were selected for an in person or video interview, depending on your location.

Scheduled Weekly Hours