Care Management Support Assistant

** Become a part of our caring community*
* As a 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.

This is a remote position, and the assigned shift will be 11:30 AM-8:00 PM Eastern Standard Time.

Job Description

** 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 8:30 am to 5:00 pm EST

+  
** We consider attendance vital for your success; we will not allow any time off during the 2-week training period.*
* +  
** 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*
* + 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…