[Remote] Bilingual Supervisor, Care Management Support at Humana

San Antonio, Texas, United States

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Not SpecifiedCompensation

N/AExperience Level

N/AJob Type

Not SpecifiedVisa

N/AIndustries

Requirements

Bilingual (Spanish/English) with ability to pass a language test in both languages
Minimum 2 years of leadership experience with responsibility for guiding teams toward productivity and quality goals
Experience in a high-volume, fast-paced, and metrics-driven call center or operational environment
Prior experience supporting or leading projects, pilots, or strategic initiatives
Experience meeting performance standards while adapting to changing priorities and maintaining a focus on quality and customer service
Experience analyzing performance data, making independent decisions, and applying situational leadership effectively
Effective communication skills with the ability to motivate, coach, and influence others both verbally and in writing

Responsibilities

Lead and Develop a High-Performing Team: Provide daily oversight and coaching to call center associates supporting inbound, outbound, and manual research workstreams. Foster engagement through regular feedback, recognition, and professional development
Drive Operational Excellence: Ensure adherence to productivity, quality, and service-level goals. Leverage performance data to identify opportunities for improvement and implement actionable solutions
Deliver Leadership Rhythm and Accountability: Conduct a minimum of two team meetings per month and one 1:1 meeting per associate per month to review performance, progress, and development plans. Complete monthly call quality reviews, mid-year, and end-of-year evaluations per company standards
Support Projects, Pilots, and Innovation: Participate in and lead departmental pilots, test-and-learn initiatives, and process improvement efforts. Collaborate with business partners to operationalize successful pilots into permanent workflows
Ensure Policy and Compliance Adherence: Uphold consistent execution of policies, procedures, and compliance standards. Promote a culture of integrity and accountability in all operational activities
Recruitment and Workforce Development: Support interviewing, selection, and onboarding of new associates. Partner with leadership and HR to maintain a strong talent pipeline and positive team culture
Collaborate Cross-Functionally: Communicate effectively with internal and external partners to resolve escalations, align on goals, and ensure seamless member and partner experiences

Skills

Humana

Health insurance provider for seniors and military

About Humana

Humana provides health and well-being services, focusing on Medicare Advantage plans for seniors, military personnel, and communities. Their plans include HMO, PPO, and PFFS options, designed to improve health outcomes through comprehensive and flexible coverage. Humana's revenue comes from government contracts and member premiums, and they aim to maintain high renewal rates by offering quality service and competitive benefits. The company stands out by fostering a culture of inclusivity and belonging among its employees, while also ensuring accessibility for all members, including offering free language interpreter services. Humana's goal is to deliver value to its members through an extensive provider network and innovative health solutions.

Louisville, KentuckyHeadquarters

1961Year Founded

IPOCompany Stage

Social Impact, HealthcareIndustries

10,001+Employees

Risks

Potential over-reliance on AI could disrupt operations if systems fail or are compromised.

Rising medical costs and tightening Medicare reimbursements may strain financial performance.

Leadership change with new CEO Jim Rechtin could lead to strategic disruptions.

Differentiation

Humana is a leader in Medicare Advantage plans, focusing on seniors and military personnel.

The company emphasizes inclusivity, offering free language interpreter services for accessibility.

Humana leverages AI and cloud technologies through a partnership with Google Cloud.

Upsides

Humana's investment in Healthpilot enhances digital enrollment for Medicare options.

The company is the first insurer to cover TMS therapy for adolescent depression.

Humana's focus on value-based care aims to improve outcomes for kidney disease patients.

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