Bilingual Care Mgmt. Support Assistant

** Become a part of our caring community*
* This is a remote position working with members who speak English and also members who speak Spanish. You must be fluent in both English and Spanish for this position. PLEASE SUBMIT YOUR RESUME IN ENGLISH

As a Bilingual Care Management Support Assistant, you will help members take the next step toward better health and well-being. You will do this by connecting with them over the phone, completing important non-clinical assessments, identifying barriers to care, and helping them access resources and benefits. We are looking for people who show compassion and document customer issues in detail, can work in a call center environment, and motivate themselves through work that directly supports members and care teams.

The assigned shift will be 11:30 AM-8:00 PM Eastern Standard Time

** What You Will Do*
* + Engage members by phone to encourage participation in care management programs.

+ Complete required assessments and questionnaires to help identify health risks, care needs, and opportunities for clinical team follow-up.

+ Assist members who need support scheduling doctor's appointments or connecting with appropriate care resources.

+ Identify and help address barriers to preventive screenings, benefits, and health-related services so members can close gaps in care.

+ Support members in understanding, retaining, and accessing benefits that contribute to their overall health and well-being.

+ Manage both inbound and outbound calls in an auto-dialer environment while documenting member information.

** What Success Looks Like*
* + You create a positive member experience by treating each interaction with respect, patience, and professionalism

+ You demonstrate compassion, integrity, and sound judgment when supporting members with sensitive health-related needs

+ You listen to understand member needs, ask appropriate follow-up questions, and solve problems within established guidelines

+ You stay up to date with department guidelines and apply training, tools, and procedures in your daily work

+ You work independently, manage your time, and ask for guidance when clarification is needed

+ You remain flexible and focused while adapting to changing healthcare priorities, member needs, and business processes

** Training and Schedule Expectations*
* + Call center hours of operation are Monday-Friday between 8:00 am and 8:00 pm EST

+ The assigned shift for this opportunity will be: 11:30 am - 8:00 pm EST

+ During the first 2 weeks of training, hours will be 8:30am to 5:00 pm EST

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** We consider attendance vital for your success; we will not allow any time off during the 2-week training period.*
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** Management must approve time off during the first 90 days ahead of time.*
* + We offer extended hours when needs arise. This could include occasional mandatory overtime to include evenings and weekends.

** Use your skills to make an impact*
* ** Required Qualifications*
* + Bilingual proficiency in English and Spanish, with the ability to pass required language proficiency assessments in both languages

+ Minimum of 1 year of experience managing high-volume inbound and outbound calls

+ Experience meeting documented productivity, quality, or service performance metrics

+ Experience navigating, documenting, and updating member or customer information across multiple applications, programs, and platforms

+ Experience using Microsoft Word, Excel, Teams, and Outlook to complete daily work tasks, manage communications, track information, and maintain accurate documentation

+ Ability to work a scheduled 8-hour shift, including a 30-minute lunch, between 11:30 AM and 8:00 PM EST as assigned

** Additional Information*
* Travel:
While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.

** Interview Format*
* As part of our hiring process for this opportunity, we will be using an interviewing technology called Hire Vue to enhance our hiring and decision-making ability. Hire Vue 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.

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