UM Administration Coordinator 2 (contract)

This job posting is for a temporary contractor role as an employee of Atrium assigned to work at Humana. This is an hourly, remote work-from-home position supporting Utilization Management operations. Candidates must be flexible and available to work any assigned shift, which may extend until 7:00 PM CST / 8:00 PM EST, with the possibility of working a weekend or holiday shift based on business needs, with occasional weekend or holiday hours based on business needs. During the first 60 days of employment, time off is not permitted due to required training and onboarding activities. Consistent attendance and punctuality are critical to success in this role, as team members must be available and ready to take calls throughout their scheduled shifts to ensure timely support for providers and members. Training Schedule The first month consists of mandatory training conducted Monday through Friday from 8:00 AM to 4:30 PM CST. Employment Opportunity This position offers the potential to convert from temporary to permanent employment based on performance, attendance, and business needs. Position Summary The UM Administration Coordinator 2 plays a key role in supporting the administration of utilization management services for healthcare providers. This position is responsible for performing advanced administrative, operational, and customer service functions while exercising independent judgment and problem-solving skills while in a fast-paced metric driven environment. The role primarily supports provider inquiries through inbound phone calls, guiding callers through utilization management processes while ensuring accuracy, compliance, and efficient access to care for Humana members. Representatives must effectively navigate multiple systems, follow established workflows, and apply critical thinking to resolve issues and support timely service delivery. In addition, representatives will be trained to support multiple plan types and may have opportunities to transition into back-office functions based on performance and business needs. Success in this role requires consistently meeting key performance expectations, including adherence, quality, productivity, and attendance standards, while maintaining a strong commitment to service excellence and operational efficiency. Key Responsibilities As a Utilization Management Coordinator 2, you will: Manage prior authorization inquiries and requests from healthcare providers. Handle approximately 30 to 50 inbound calls per day in a fast-paced, performance-based environment. Research and review information to determine whether requested services meet medical necessity guidelines. Assist providers in navigating the authorization process to help ensure members receive appropriate care while minimizing unnecessary out-of-pocket costs. Accurately document activities and maintain compliance with established procedures. Utilize multiple systems simultaneously while adhering to detailed process flows. Potentially support member calls as business needs evolve. Meet productivity, quality, and customer service expectations. Scheduled breaks and meal periods are assigned to ensure adequate staffing and maintain service levels for providers and members. Required Qualifications Minimum of 2 years of customer service experience, preferably within healthcare, insurance, or health services. Strong customer service mindset and genuine enjoyment in helping providers and Medicare members over the phone. Ability to manage a high-volume call environment, handling approximately 30 to 50 calls daily. Typing proficiency of at least 30 words per minute. Ability to learn and retain complex information through virtual training. Comfortable following detailed multi-step procedures while maintaining accuracy. Analytical, problem-solving, and organizational skills. Ability to work independently with minimal supervision. Excellent verbal and written communication skills. Active listening capabilities. High attention to detail and commitment to quality. Demonstrated technical aptitude and ability to navigate multiple computer systems simultaneously. Experience using Microsoft Office applications and comfortable utilizing toolbars, menus, and system features to efficiently locate, retrieve, and manage documents. Strong work ethic and commitment to attendance and reliability. Passion for improving customer experiences and supporting healthcare access. Ability to thrive in a structured, fast-paced environment. Demonstrates Humana's core values of being Curious, Committed, and Caring. Work-From-Home Requirements To be successful in this remote role, employees must maintain: A dedicated, professional workspace with a door Picture of workspace will be required Ability to participate in meetings and training with a webcam is required. Reliable childcare or dependent care arrangements during work hours. Internet service with minimum speeds of: 25 Mbps download 10 Mbps upload Internet speed confirmation will be required Direct wired connection to the internet router (Wi-Fi is not permitted). Preferred Qualifications Experience with Utilization Management (UM), Prior Authorization, Utilization Review, or Care Coordination. Healthcare insurance or managed care experience. Knowledge of medical terminology, ICD-10 codes, and healthcare authorization processes. Customer service experience within healthcare or insurance environments. Previous phone-based member or provider support experience. Familiarity with Genesys or similar authorization management systems. Note: A bachelor's degree is not required for this position. Critical Success Factors Successful Candidates Will Demonstrate Exceptional attendance and reliability. Professionalism while working remotely. A dedicated and distraction-free workspace. Comfort appearing on camera when required. Strong customer service experience, preferably in healthcare or insurance. Knowledge of utilization management concepts, prior authorization processes, and medical coding. Ability to learn new systems quickly and adapt to changing business needs. Pay Rate Range 20 - 25 USD hourly Additional Notes The individual selected for this role will be offered the role as an employee of Atrium; compensation, medical benefits, fringe benefits and other terms and conditions of employment shall be presented by Atrium upon offer. The pay rate range provided is a reasonable estimate of the anticipated compensation range for this job at the time of posting. The actual pay rate will be based on a number of factors, including skills, competencies, experience, location and/or being pursued and other job-related factors permitted by law. In addition, this role will be eligible for overtime pay, in accordance with federal and state requirements. Humana Inc. and its subsidiaries comply with applicable Federal civil rights laws and do not discriminate on the basis of race, color, national origin, ancestry, age, disability, sex, marital status, gender, sexual orientation, gender identity, or religion. Humana Inc. and its subsidiaries do not exclude people or treat them differently because of race, color, national origin, ancestry, age, disability, sex, marital status, gender, sexual orientation, gender identity, or religion. Benefits Information Comprehensive Benefits Package available based on eligibility Medical, Dental, VisionShort-Term Disability (STD)Long-Term Disability (LTD)Supplemental and Voluntary Life Insurance401(K)Commuter Benefit Program