Inbound Contacts Representative in Swindon

Become a part of our caring community and help us put health first. The Inbound Contacts Representative 1 represents the company by addressing incoming telephone, digital, or written inquiries. The Inbound Contacts Representative 1 performs basic administrative/clerical/operational/customer support/computational tasks. Typically works on routine and patterned assignments. Inbound Contacts Representative 1 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 limited to defined parameters around work expectations, quality standards, priorities and timing, and works under close supervision and/or within established policies/practices and guidelines with minimal opportunity for deviation.

Deliver a consistent customer service experience by providing efficient and timely resolutions to our TRICARE beneficiaries and providers. Act as customer advocate by resolving complex concerns in an accurate and timely fashion. Demonstrate ability to make good business decisions aligned with our Humana values. Prioritize workload to continuously answer incoming calls and maintain established schedules.

Required Qualifications

• Our Department of Defense contract requires U.S. Citizenship for this role.
• Successfully receive approval for government security clearance (Via National Background Investigation Services NBIS).
• Minimum one (1) year customer service experience in a professional environment.
• Prior experience managing multiple or competing priorities.
• Demonstrated ownership to problem-solve independently.
• Ability to manage multiple or competing priorities, including use of multiple computer applications simultaneously.
• Basic proficiency using the following Microsoft Office suite (Word, Outlook, PowerPoint, Excel).
• Knowledge navigating multiple systems/platforms and ability to troubleshoot and resolve general technical difficulties in a remote environment.

Preferred Qualifications

• Experience in healthcare, military, or managed care environment.
• Call Center experience.
• College degree (Associate's or Bachelor's) highly preferred.
• Knowledge of customer service principles and practices – formal training or experience.

Additional Information

• Workstyle: Remote work at home.
• Location: United States. Must reside within a two-hour commuting distance of a government facility authorized to issue Common Access Cards (CAC) used for federal identification purposes to secure access to facilities and computer networks.
• Required Work Schedule:

• Training: This role is looking to start on 12 January 2026. Virtual Training will start on day one of employment and runs the first 6 to 8 weeks with a schedule of 8:30 am - 5:00 pm EST, Monday – Friday. Cameras must be on at all times during training. Attendance is vital for success, so no time off is allowed during training, with the exception of observed (and paid) company holidays.
• Work Schedule Following Training: Following training, you will work an 8-hour shift between the hours of 8:00 am – 7:00 pm (regardless of time zone), Monday - Friday. Shifts will be assigned at time of offer. The initial 180 days of employment constitute an Appraisal Period, during which unapproved or unscheduled time off is restricted. This Appraisal Period is essential to your learning and development, which is why we ask for perfect attendance.

***Candidates must reside within a two-hour commuting distance of a government facility authorized to issue Common Access Cards (CAC) used for federal identification purposes to secure access to facilities and computer networks. This proximity ensures timely access for onboarding and credentialing activities.

Work at Home Guidance: 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. Satellite, cellular and microwave connection can be used only if approved by leadership.