Outbound Call Representative

Become a part of our caring community
 

The Outbound Contact Center Associate will play a key role in supporting HEDIS Stars and quality initiatives by conducting patient outreach calls. The primary responsibility is to coordinate In-Home Wellness Assessments for Humana-eligible members, supporting efforts to close care gaps, reduce preventable hospitalizations, and improve patient satisfaction and outcomes.

Primary Responsibilities

• Conduct outbound calls to eligible OneHome patients to coordinate In-Home Wellness Assessments, ensuring full HIPAA compliance.

• Use approved call scripts to confirm patient demographics, educate on available services, and schedule appointments using designated applications.

• Document all call outcomes and interactions accurately per standard operating procedures, using appropriate disposition codes.

• Follow up with patients as necessary according to reattempt protocols for scheduling.

• Uphold high standards of customer service and professionalism at all times.

• Participate in quality and compliance training as required.

Use your skills to make an impact
 

Required Qualifications

• Bilingual in English and Spanish (required).

• Demonstrated understanding of HIPAA regulations and patient confidentiality.

• Previous customer service experience, preferably in a call center or healthcare setting.

• Strong attention to detail and ability to independently manage work.

• Excellent verbal communication skills and a patient-focused demeanor.

Preferred Qualifications

• Experience using outbound/inbound call platforms such as Sanogma or Genesys (preferred but not required).

• Experience with Wellsky Kinnser software is a plus.

Scheduled Weekly Hours

40

Pay Range

The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.

 

$39,000 - $49,400 per year

 

Description of Benefits

Humana, Inc. and its affiliated subsidiaries (collectively, “Humana”) offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.

About Us
 

About OneHome: OneHome coordinates a full range of post-acute care ranging from home health, infusion therapy and durable medical equipment services at patients’ homes. OneHome’s patient focused model creates one integrated point of accountability that coordinates with physicians, hospitals and health plans serving more than one million health plan members nationwide. OneHome was acquired by Humana in 2021 to advance value-based care. Our culture is inclusive, diverse, and above all, caring. It is important to us that our employees are engaged, supported and fairly treated. We offer a comprehensive benefits package to ensure the health and financial well-being of you and your family.

About Humana: Humana Inc. (NYSE: HUM) is a leading U.S. healthcare company. Through our Humana insurance services and our CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health – delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare and Medicaid, families, individuals, military service personnel, and communities at large. Learn more about what we offer at Humana.com and at CenterWell.com.

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Equal Opportunity Employer

It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.