Become a part of our caring community and help us put health first As an Inbound Contacts Representative, you will represent us by addressing incoming telephone, digital, or written inquiries. Inbound Contacts Representative performs basic administrative/clerical/operational/customer support/computational tasks. Typically work on routine and patterned assignments. In the CenterWell Specialty Pharmacy (CWSPC) department, you will operate as an inbound call center dedicated to managing specialty medication needs for our members. Your primary responsibilities include scheduling the delivery of specialty medications directly to members' homes or their designated medical office (MDO). Also, you will address multiple benefits-related inquiries from our members, ensuring they have comprehensive information and support. Collaborating with multiple departments, we aim to provide seamless and efficient assistance to our members. The role also requires that you thoughtfully de-escalate calls, handling every member interaction with the utmost care. In this role you will address customer needs which may include complex benefit questions, resolve issues, and educate members. Record details of inquiries, comments or complaints, transactions or interactions and takes action in accordance to it. Escalate unresolved and pending customer grievances. The supervisor limits decisions to defined parameters around work expectations, quality standards, priorities and timing, and oversees works and within established practices and guidelines with minimal opportunity for deviation. Use your skills to make an impact Although this role is Work at Home you must be located in one of the following states: FL, IN, OH, TN, AZ, MO, NM, or NC Required Qualifications - 2+ years of customer service experience - Customer service orientation - Strong attention to detail - Intermediate typing and computer navigation skills, including use of multiple computer applications simultaneously - Experience providing detailed troubleshooting and resolutions to users - Resolve problems and develop favorable solutions - Verbal and listening communication skill Schedule: This position requires flexibility to work any shift Monday through Saturday between 8:00 AM and 11:00 PM EST. You will work five (5) 8‑hour shifts per week. - Saturday is a required workday (Saturday operating hours: 8:00 AM – 6:30 PM EST) - One weekday & Sunday will be scheduled off We have a strict attendance policy especially during the first (180) days. New hires cannot have any more than (4) instances including being tardy (logging in late at the beginning of your shift and coming back from lunch or break late), early leave, or call offs. Preferred Qualifications - Associate's or Bachelor's Degree - Previous inbound call center or related customer service experience - Healthcare experience - Pharmacy experience - Bilingual in English / Spanish with the ability to speak, read, and write in both languages without limitations or assistance. Additional Information To ensure home employees' ability to work effectively, the self-provided internet service of home 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 and Wireless Internet service is NOT allowed for this role. - Humana will provide Home or Hybrid Home/Office employees with telephone equipment appropriate to meet the business requirements for their position/job. - Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information Interview Process As part of our hiring process for this opportunity, we will be using technology called HireVue to enhance our hiring and decision-making ability. HireVue 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. Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required. 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. $38,000 - $45,800 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 CenterWell Pharmacy: CenterWell Pharmacy provides convenient, safe, reliable pharmacy services and is committed to excellence and quality. Through our home delivery and over-the-counter fulfillment services, specialty, and retail pharmacy locations, we provide customers simple, integrated solutions every time. We care for patients with chronic and complex illnesses, as well as offer personalized clinical and educational services to improve health outcomes and drive superior medication adherence. About CenterWell, a Humana company: CenterWell creates experiences that put patients at the center. As the nation’s largest provider of senior-focused primary care, one of the largest providers of home health services, and fourth largest pharmacy benefit manager, CenterWell is focused on whole-person health by addressing the physical, emotional and social wellness of our patients. As part of Humana Inc. (NYSE: HUM), CenterWell offers stability, industry-leading benefits, and opportunities to grow yourself and your career. We proudly employ more than 30,000 clinicians who are committed to putting health first – for our teammates, patients, communities and company. By providing flexible scheduling options, clinical certifications, leadership development programs and career coaching, we allow employees to invest in their personal and professional well-being, all from day one.​ 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.

• Inbound/Outbound calls to clients to learn about and address their needs, complaints, or other issues with products or services. • Respond efficiently and accurately to client inquiries, explain possible solutions, and ensure that clients feel supported and valued. • Present a professional, courteous, and confident demeanor via verbal and/or written communications. • Take ownership in assisting, researching, resolving, or escalating customer issues. • Respond to customer queries in a timely and accurate way, via phone, email, or chat. • Diligently and accurately document customer records and cases. • Engage in active listening with callers, confirm or clarify information and diffuse angry clients, as needed. • Make sales or recommendations for products or services that may better suit client needs. • Utilize software, databases, scripts, and tools appropriately. • Use multiple tools, knowledge base, and communication skills to effectively research and provide accurate information with the goal of recommending the customer’s next best action to take towards service completion.

• Schedule appointments with qualified prospects for the sales team • Following up on leads to support and nurture them through the sales process • Serve as a positive, energetic first point of contact for the Stronghouse brand • engage customers, capturing details, and preparing the field team for success • Converting inbound and outbound calls from online lead forms into scheduled appointments • Coordinate with local brands/divisions to ensure sales appointments are properly scheduled • Collect additional customer information to support accurate lead qualifications

Role Description Serve as the first point of contact for individuals and families seeking care at PRC and AWA. This role blends customer service, sales, and behavioral health—requiring empathy, efficiency, and strong communication in high-volume, fast-paced environments. - Handle inbound calls, emails, and inquiries as the first point of contact - Manage 60–80 calls/day with professionalism and efficiency - Guide clients and families through admissions conversations - Navigate crisis and emotionally sensitive situations - Coordinate next steps (assessments, tours, admissions) - Document all activity in CRM/EMR systems - Collaborate with clinical and operations teams Qualifications - 2+ years in admissions, client care, call center, or sales (required) - 1+ year in behavioral health or healthcare (required) - Ability to manage high-volume calls (60–80/day) - Strong customer service + sales skills (guiding conversations, handling objections) - Calm and effective in crisis or emotionally charged situations - Tech-savvy (CRM/EMR, Microsoft Office) - High responsiveness, follow-through, and accountability Preferred - Spanish-speaking - Behavioral health or local market familiarity - Interest in growth within admissions/outreach Company Description - PRC provides individualized substance use treatment for adults. - AWA supports adolescents and families through PHP/IOP mental health care. - We meet people where they are—and help them move forward.