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.