Job Description: Bilingual Care Management Support Assistant (CMSA)

Employment Type: Full-time

Position Overview

Become a part of our caring community and help us put health first! Do you enjoy helping others achieve optimal health and well-being? Are you skilled at customer service over the phone and energized by a fast-paced virtual position? Humana’s Care Management Support Assistants perform their role in a call center environment that includes working in an auto-dialer telephone system. The role aims to take a comprehensive approach towards addressing a member’s overall health and well-being. To work as a Bilingual CMSA, you must be fluent in both ENGLISH and SPANISH and pass a proficiency exam in both languages.

Start Date: Monday, September 15, 2025 Assigned Shift: 11:30 AM – 8:00 PM EST (Eastern Standard Time)

Key Responsibilities

• Effectively engage members in Care Management via telephonic interactions.
• Complete necessary assessments and questionnaires with members to identify health risks and support our clinical Care Management team in addressing them.
• Coordinate assistance for members needing doctor’s appointments.
• Address barriers to various health screenings and connect members with resources to close any gaps in care.
• Help members retain and access benefits.
• Service both inbound and outbound calls.

Success in the CMSA Role Requires:

• Consideration and professionalism towards the members we serve.
• Understanding, integrity, and compassion.
• Ability to apply active listening skills to initiative-taking and decision-making.
• Ability to learn and absorb information quickly and apply it to the work being performed.
• Ability to work independently but also speak up in times of doubt.
• Flexibility and comfort with the speed of change in healthcare.

Training and Schedule

• Call Center Hours of Operation: Monday-Friday between 8:00 AM and 8:00 PM EST.
• Assigned Shift for this Opportunity: 11:30 AM – 8:00 PM EST.
• Training Period (First 2 Weeks): 9:00 AM to 5:30 PM EST.
• Attendance Policy: Attendance is vital for your success; no time off will be allowed during the training and nesting period (first 90 days).
• Extended Hours: Extended hours are offered when business needs arise, which could include occasional and/or mandatory overtime to include evenings and weekends.

Required Qualifications

• High School Diploma, GED, or equivalent.
• Bilingual in English and Spanish (and able to pass language proficiency tests in both languages).
• A minimum of 1 year of experience in a fast-paced call center with high inbound and outbound call volumes.
• Experience consistently meeting documented productivity, quality, and/or service metrics.
• Experience multitasking between numerous applications, programs, and platforms.
• Proficiency using Microsoft Office products: Word, Excel, Teams, and Outlook.
• Ability to work an 8.5-hour shift between the hours of 11:30 AM to 8:00 PM EST.

Preferred Qualifications

• Associate’s degree or higher.
• Administrative support experience in a healthcare setting (within the past 3 years).
• Familiarity with care management and well-being resources.
• Auto-dialer experience.

Work-At-Home Requirements

To ensure Work-At-Home employees’ ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria:

• Recommended Speed: At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps.
• Connection Type: Wireless, wired cable, or DSL connection is suggested. Satellite, cellular, and microwave connections can be used only if approved by leadership.
• Internet Expense Reimbursement: Employees who live and work from Home in California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense.
• Equipment: Humana will provide Home or Hybrid Home/Office employees with telephone equipment appropriate to meet the business requirements for their position/job.
• Workspace: Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.