Bilingual Care Management Support Assistant
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Job Description
Bilingual Care Management Support Assistant helping Humana members access healthcare resources by phone. Completing assessments, addressing care barriers, and documenting member information remotely.
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 clinical team follow-up
- Assist members with scheduling doctor’s appointments and connecting with appropriate care resources
- Identify and help address barriers to preventive screenings, benefits, and health-related services
- Support members in understanding, retaining, and accessing health-related benefits
- Manage inbound and outbound calls in an auto-dialer environment
- Document member information and customer issues in detail
- Apply department guidelines, training, tools, and procedures
- Work independently, manage time, and seek guidance when clarification is needed
- Adapt to changing healthcare priorities, member needs, and business processes
Requirements:
- Fluent bilingual proficiency in English and Spanish
- Ability to pass required language proficiency assessments in both languages
- 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
- Ability to work a scheduled 8-hour shift, including a 30-minute lunch, between 11:30 AM and 8:00 PM EST
- Ability to work Monday–Friday call center hours between 8:00 AM and 8:00 PM EST
- Availability for 9:00 AM–5:30 PM EST during the first 2 weeks of training
- No time off during the 2-week training period
- Management approval for time off during the first 90 days
- Ability to work occasional mandatory overtime, including evenings and weekends
- Minimum remote internet speed of 25 Mbps download and 10 Mbps upload
- Dedicated workspace without ongoing interruptions
- Ability to protect member PHI / HIPAA information
Benefits:
- Medical benefits
- Dental benefits
- Vision benefits
- 401(k) retirement savings plan
- Paid time off
- Company holidays
- Personal holidays
- Paid parental leave
- Paid caregiver leave
- Short-term disability
- Long-term disability
- Life insurance
- Occasional travel to Humana offices for training or meetings
- HireVue interview process and flexible interview scheduling
- Self-provided internet service for remote work
- Dedicated workspace requirement to protect member PHI / HIPAA information
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