Care Management Support Assistant

About the Role

As a 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 is a remote position with an assigned shift of 11:30 AM–8:00 PM Eastern Standard Time.

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: 11:30 AM – 8:00 PM EST.
• During the first 2 weeks of training, hours will be 8:30 AM to 5:00 PM EST.
• Attendance is vital for your success; no time off is allowed during the 2-week training period.
• Management must approve time off during the first 90 days ahead of time.
• Occasional mandatory overtime may be required, including evenings and weekends.

Requirements

• 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.

Work at Home Requirements

• 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.

Travel

Occasional travel to Humana's offices for training or meetings may be required.

Pay

The pay range for this full-time (40 hours per week) position is $40,000 - $52,300 per year. The 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.

Benefits

• Medical, dental, and vision benefits.
• 401(k) retirement savings plan.
• Paid time off, including company and personal holidays, paid parental and caregiver leave.
• Short-term and long-term disability.
• Life insurance.

About Us

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.

Learn more about Humana and CenterWell.