Care Management Support Assistant

Care Management Support Assistant

Employment Type: Full-time

Position Overview

Humana's Care Management Support Assistants play a crucial role in our mission to put health first. If you enjoy helping others achieve optimal health and well-being, possess strong phone-based customer service skills, and thrive in a fast-paced virtual environment, this position is for you. As a Care Management Support Assistant, you will operate within a call center setting, utilizing an auto-dialer telephone system. Your primary objective will be to adopt a comprehensive approach to addressing members' overall health and well-being.

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 Factors

• 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, 8:00 AM to 8:00 PM EST.
• Assigned Shift for this Opportunity: 11:30 AM – 8:00 PM EST.
• Training Hours (First 2 Weeks): 9:00 AM to 5:30 PM EST.
• Attendance Policy: Attendance is vital during the first 90 days (training and nesting period); no time off will be allowed.
• Extended Hours: May be required, including occasional and/or mandatory overtime to include evenings and weekends, based on business needs.

Required Qualifications

• High School Diploma, GED, or equivalent.
• Minimum of 1 year of experience in a fast-paced call center with high inbound and outbound call volumes.
• Proven experience consistently meeting documented productivity, quality, and/or service metrics.
• Demonstrated ability to multitask 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.
• Bilingual in English and Spanish.
• 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 effective work-from-home capabilities, your self-provided internet service must meet the following criteria:

• Recommended Speed: Minimum download speed of 25 Mbps and an upload speed of 10 Mbps.
• Connection Type: Wired cable or DSL connection is suggested. Wireless connections can be used but wired is preferred. Satellite, cellular, and microwave connections may be used only if approved by leadership.
• Internet Expense Reimbursement: Employees residing and working from home in California, Illinois, Montana, or South Dakota will receive a bi-weekly payment for their internet expense.
• Equipment: Humana will provide telephone equipment appropriate to meet business requirements.
• Work Environment: A dedicated, quiet space free from ongoing interruptions is required to protect member PHI / HIPAA information.

Additional Information

PLEASE MAKE SURE YOU ATTACH YOUR RESUME TO YOUR APPLICATION (PDF OR WORD FORMAT).

Interview Process

As part of our hiring process for this opportunity, we will be utilizing interviewing technology.