Bilingual Care Management Support

This is a remote position located in Puerto Rico. You must live in Puerto Rico to be eligible, and you must be fluent in both English and Spanish.

About the role

As a Bilingual Care Management Support Assistant, you will help members take the next step toward better health and well-being by connecting with them over the phone, completing important non-clinical assessments, identifying barriers to care, and helping them access resources and benefits. This role is ideal for someone who is compassionate, detail-oriented, comfortable in a fast-paced call center environment, and motivated by work that directly supports members and care teams.

Responsibilities

• 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

• 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: 11:00 am – 8:00 pm EST (12:00 PM–9:00 PM during Daylight Saving Time).
• During the first 2 weeks of training, hours will be 9 am to 5:30 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.

Requirements

• Bilingual proficiency in English and Spanish, with the 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 to complete daily work tasks, manage communications, track information, and maintain accurate documentation.
• Ability to work a scheduled 8-hour shift, including a 1-hour lunch, between 11:00 AM and 8:00 PM EST as assigned.

Work-at-home requirements

• To ensure effective work, your self-provided internet service must meet the following criteria: at minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps; wireless, wired cable, or DSL connection is suggested.
• Work from a dedicated space lacking ongoing interruptions to protect member PHI/HIPAA information.

Pay

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, and certifications.

$32,000 - $41,800 per year

Benefits

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.

Additional Information

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