Care Management Support Assistant

Humana Inc; Harrisburg (Dauphin County); Remote; USD 36,000 - 48,000; Full time

Job summary

Humana Inc. seeks a Care Management Support Assistant to help members pursue better health by phone, guiding non-clinical assessments, and linking to resources and benefits.

You’ll work in a remote setup with a fixed 11:30 AM–8:00 PM ET shift, handling calls and documenting member information to support care teams. You will engage with members to identify needs, schedule appointments, and address barriers to preventive care and services.

Qualifications

• Minimum 1 year of experience managing high-volume inbound/outbound calls.
• Experience meeting documented productivity, quality, or service metrics.
• Experience navigating, documenting, and updating member information across multiple applications, programs, and platforms.
• Experience using Microsoft Word, Excel, Teams, and Outlook to complete daily tasks and maintain documentation.
• Ability to work a scheduled 8-hour shift between 11:30 AM and 8:00 PM EST.

Responsibilities

• Engage members by phone to encourage participation in care management programs.
• Complete required assessments and questionnaires to identify health risks, care needs, and opportunities for follow-up by clinicians.
• Assist members in scheduling doctor’s appointments or connecting with appropriate care resources.
• Identify and address barriers to preventive screenings, benefits, and health-related services to close gaps in care.
• Support members in understanding and accessing benefits contributing to health and well-being.
• Manage inbound and outbound calls in an auto-dialer while documenting member information.

Skills

High-volume calls

Productivity metrics

Multi-application navigation

MS Word, Excel, Teams, Outlook

Shift availability 11:30 AM–8:00 PM ET

Job description

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 HireVue to enhance our hiring and decision-making ability. HireVue allows us to quickly connect and gain valuable information from you pertaining to your relevant skills and experience at a time that is best for your schedule.

Text Prescreen

Shortly after submitting your application, you may receive both a text message and email requesting you to complete prescreen questions with either yes or no answers. The text message may arrive prior to the email. If you prefer to answer via computer or tablet, wait for the email.

Video Prescreen

If you are successful with the text prescreen, you will receive another communication to record a Video Prescreen. This is an online video activity using your phone, tablet, or computer; however, most candidates prefer using a computer or tablet.

Interviews

Some candidates will be invited to interview. If so, the recruiter will send an invitation through Hire Vue to schedule a day and time.

Offers:

Finalists from the interview will be contacted by a recruiter to discuss the offer and benefits for the job

Note:

Depending on the number of openings, the number of candidates who apply, and the schedules of interviewers and recruiters, this process may take several weeks or less; however, know that we are working hard to proceed as quickly as possible and to keep you