Care Management Support Assistant

Humana Inc; Montgomery (AL); Remote; USD 40,000 - 52,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401(k) retirement savings plan

Paid time off

Disability insurance

Life insurance

Job summary

Humana Inc. is seeking a Care Management Support Assistant to help members take the next step toward better health. You will connect with them by phone, complete non-clinical assessments, identify barriers to care, and help access benefits and resources.

This is a remote role with a 11:30 AM–8:00 PM EST shift, training in the first weeks, and potential overtime. You will document member information and support care teams in a call center environment.

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.

Responsibilities

• Engage members by phone to encourage participation in care management programs.
• Complete required assessments and questionnaires to identify health risks and care needs.
• Assist members who need support scheduling doctor’s appointments or accessing care resources.
• Identify and address barriers to preventive screenings, benefits, and health services.
• Support members in understanding, retaining, and accessing benefits for overall health and well-being.
• Manage inbound and outbound calls in an auto-dialer environment while documenting member information.

Skills

Call center experience

Customer service metrics

Scheduling & organization

Communication

Tools

Microsoft Word

Microsoft Excel

Microsoft Teams

Microsoft Outlook

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.

Work at Home Requirements

To ensure Home or Hybrid Home/Office employees’ ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria: At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested. In certain roles, the minimum recommended internet speed required by Humana may not be sufficient for business needs. Humana reserves the right to require associates to upgrade their internet service if necessary. Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.

Travel:

While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.

Florida Background Screening Requirements

Notice for candidates applying to this position from a Florida work location, including Florida home-based work location. This position is subject to Florida Level 2 background screening through the Care Provider Background Screening Clearinghouse. For information about the screening process and requirements, visit: https://info.flclearinghouse.com.

Scheduled Weekly Hours

40

Pay Range

The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.

$40,000 - $52,300 per year

Description of Benefits

Humana, Inc. and its affiliated subsidiaries (collectively, “Humana”) offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.

About us

About Humana: Humana Inc. (NYSE: HUM) is a leading U.S. healthcare company. Through our Humana insurance services and our CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health - delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare and Medicaid, families, individuals, military service personnel, and communities at large. Learn more about what we offer atHumana.comand atCenterWell.com.

Equal Opportunity Employer

It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.

Humana complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, gender identity or religion. We also provide free language interpreter services. See our https://www.humana.com/legal/accessibility-resources?source=Humana_Website.