Manager, Care Management - Care Support

Become part of Humana’s caring community and help us put health first. The Manager, Care Management is responsible for leading a team of care managers who support members with transitional needs, chronic conditions, and barriers that may impact health, independence, and well-being. This role provides operational leadership for telephonic, member-centered care management activities, including coordinated follow-up, resource connection, and support aligned to member needs and business priorities.

This remote role offers the opportunity to lead within an organization focused on improving quality of care, access to resources, member experience, associate engagement, and operational performance. The manager is expected to develop talent, reinforce accountability, promote associate engagement, and support alignment to Humana’s broader care management objectives.

The Manager, Care Management is accountable for coaching, developing, and managing associates to achieve established performance, quality, productivity, compliance, documentation, and member-focused outcomes. This leader is expected to apply sound judgment, use data to identify trends and risks, and support continuous improvement in a dynamic care management environment.

• Provide day-to-day leadership, direction, coaching, and development for assigned care management associates.

• Establish clear expectations, monitor performance, deliver timely feedback, and document performance-related conversations in alignment with business and human resources processes.

• Manage associate performance against established quality, productivity, compliance, documentation, attendance, behavior, and member outcome expectations.

• Conduct regular one-on-one meetings, team meetings, call reviews, case reviews, and development discussions to support associate performance and growth.

• Promote an engaged and inclusive team environment through clear communication, recognition, collaboration, and support for professional development.

• Serve as an escalation resource for complex member, associate, operational, or process-related issues that require manager review or intervention.

• Support associates through process changes, operational updates, system enhancements, structured schedules, and shifting business priorities.

• Review performance, productivity, quality, audit, documentation, associate feedback, and member outcome trends to identify risks, barriers, coaching needs, and process improvement opportunities.

• Use data and operational insights to recommend actions that improve workflows, strengthen outcomes, and support business objectives.

• Communicate effectively with associates, peers, senior leaders, quality partners, workforce partners, and cross-functional stakeholders regarding team performance, operational needs, risks, escalations, and opportunities.

• Support audit readiness by ensuring associates adhere to applicable policies, procedures, documentation standards, privacy requirements, and quality expectations.

• Address performance, attendance, behavior, quality, and compliance concerns timely and appropriately, using available leader, human resources, and policy resources as needed.

• Encourage associate feedback, issue identification, and solution-oriented recommendations that support improved member, associate, and business outcomes.

• Model Humana’s values through professional behavior, sound decision-making, accountability, and commitment to member and associate success.

• Support onboarding, training, mentoring, and ongoing education for new and existing telephonic care management associates.

• Active, unrestricted Registered Nurse license with no disciplinary action

• 5 or more years of case management experience

• 2 years of direct or indirect leadership experience

• Demonstrated ability to articulate ideas effectively in both written and oral forms

• Ability to analyze performance, productivity, quality, audit, documentation, and operational data; identify trends and risks; and implement action plans.

• Demonstrated ability to support change management, process improvement, workflow updates, and operational initiatives with flexibility and professionalism.

• Comprehensive knowledge of all Microsoft Office applications, including Word, Excel, PowerPoint and Teams.

• Bachelor’s or Master’s degree in nursing, healthcare administration, business, or a related field.

• 3 or more years of previous…