Manager, Home Health Care Management

About the Role

The CenterWell Home Health (CWHH) Clinical Contact Center (CCC) department is open 24 hours a day, 7 days a week, including holidays. The CCC serves CWHH patients and supports the office branches through outbound dialing Care Management activities, receiving inbound triage calls from patients, and through the Inbound Marketing line for referrals to CWHH. As the Manager, Home Health Care Management, you will report directly to the Director, Telephonic Care Management. You will lead a teams of Nurses and Care Coaches who is responsible for the success of the programs. They work within specific guidelines and procedures; applying advanced technical knowledge to solve moderately complex problems; receiving assignments in the form of objectives and determines approach, resources, schedules and goals.

Responsibilities

• Oversee the assessment and evaluation of patients' needs and requirements to achieve and/or maintain optimal wellness state by guiding patients/families toward and facilitate interaction with resources appropriate for the care and wellbeing of patients.
• Decisions are typically related to resources, approach, and tactical operations for projects and initiatives involving own departmental area. Requires cross departmental collaboration, conducts briefings and area meetings; maintains frequent contact with other managers across the department.
• Lead a team of 15–19 associates working varied shifts to support 24/7 departmental operations, including weekdays, weekends, and holidays. Core days/hours are Monday-Friday from 9:00am-5:30pm ET, with flexibility to meet with associates who work outside of the standard core days/hours.
• Participate in a one-week (Sunday through Saturday) on-call rotation every six weeks, with schedule subject to change based on business needs.
• Lead a department program with responsibilities for scheduling, daily dialing strategy, policy and process documents, and performance metrics.
• Complete onboarding tasks for new associates and collaborate with the training team for new hire orientation.
• Troubleshoot basic IT issues for associates with a timely resolution.

Required Qualifications

• Associate's Degree
• Active Registered Nurse (RN) license
• 5 or more years of professional experience in Home Health or Care Management
• 2 or more years of management experience
• Analyzing and interpreting data trends
• Business consulting and/or operational leadership experience
• Comprehensive knowledge of Microsoft Office applications including Outlook, Word, Excel, PowerPoint and Teams
• Must have a dedicated home office space with a lockable door to ensure privacy and maintain confidentiality
• Must be passionate about contributing to an organization focused on continuously improving consumer experiences

Preferred Qualifications

• Bachelor's degree or advanced degree in nursing or business health field
• Previous experience working in a managed care field
• 5 or more years of previous management/supervisor level experience

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.

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

Pay

• $86,300 - $118,700 per year
• This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.

Benefits

Humana, Inc. and its affiliated subsidiaries 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.

Schedule

• Core days/hours are Monday-Friday from 9:00am-5:30pm ET.
• Flexibility to work outside of the standard core days/hours.
• On-call rotation for one-week (Sunday through Saturday) every six weeks.
• Schedule subject to change based on business needs.
• Scheduled Weekly Hours: 40