Bilingual Care Management Support Assistant

Become a part of our caring community and help us put health first
 

Are you fully bilingual in both English and Spanish? Would you enjoy helping others achieve optimal health and well-being? If you are skilled at customer service over the phone and energized by a fast-paced virtual environment, the Bilingual CMSA position might be a good fit for you. PLEASE SUBMIT RESUME IN ENGLISH

Humana’s Care Management Support Assistants perform their role remotely and in a call center environment that includes an auto-dialer system. The principal responsibility is to complete a Health Risk Assessment with Humana members in their preferred language - English or Spanish. The assessment takes a comprehensive approach in addressing a member’s overall health and well-being. The role also provides non-clinical administrative, operational and customer support, guiding members toward resources that aid in managing their health.

The start date for this position is Monday, February 3, 2025. To qualify, you must be able to pass both English and Spanish language tests and work ANY assigned 8.5-hour shift between the hours of 10am to 8pm EST. Assigned shifts are determined once training is completed.

The Care Management Support Assistant’s decisions are typically focused on compliance driven policy and process, and they follow standard policies and practices that allow some interpretation, deviation or independent discretion within a specific scope. CMSAs are expected to meet established productivity, process and quality goals.

Success in the Care Management Support Assistant role requires the following:

• Consideration and professionalism towards the members we serve.
• Understanding, integrity and compassion.
• Ability to work in a fast-paced, call center environment.
• Ability to work independently but also speak up in times of doubt.
• Consistency in meeting quality and performance standards.
• Flexibility and comfort with the speed of change in healthcare.

Schedule

This is a full-time position, Monday through Friday. Shifts are 8 hours per day with an added 30-minute unpaid meal period (8.5 hours). Shifts will fall within the hours of 10am and 8pm EST based on business need. The role may require occasional and/or mandatory overtime to include evenings and weekends. During the first 2 weeks of training, hours will be 9am to 5:30pm EST.

Use your skills to make an impact
 

Required Qualifications

• Bilingual in English and Spanish (including Reading, Writing and Speaking) with the ability to pass language proficiency tests in both languages.

• A minimum of 1 year of experience in a fast-paced, high-volume work environment.

• A minimum of 1 year of experience with a high volume of inbound and outbound calls.

• Experience meeting documented productivity, quality, and/or service metrics (goals).

• Experience multitasking between numerous computer applications.

• Proficiency using Microsoft office products: Word, Excel, Teams, and Outlook.

• Ability to work an 8.5-hour shift between the hours of 10am to 8:00pm EST.

• Consistency in meeting quality and performance standards.

• Ability to learn and absorb information quickly and apply it to the work being performed.

• Ability to apply active listening skills to initiative-taking and decision-making.

Preferred Qualifications

• Associate’s degree or higher

• Administrative support experience in a healthcare setting, within the past 3 years

• Familiarity with care management and well-being resources

• Auto-dialer 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 recommended; wireless, wired cable or DSL connection is suggested

• Satellite, cellular and microwave connection can be used only if approved by leadership

• Employees who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense.

• Humana will provide Home or Hybrid Home/Office employees with telephone equipment appropriate to meet the business requirements for their position/job.

• Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information

Additional Information

As part of our hiring process for this opportunity, we will be using an interviewing technology called HireVue to enhance our hiring and decision-making ability. HireVue allows us to quickly connect and gain valuable information from you pertaining to your relevant skills and experience at a time that is best for your schedule. If selected to move forward, you will receive outreach from HireVue.

Scheduled Weekly Hours

40

Pay Range

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, certifications, etc.

 

$34,500 - $47,400 per year

 

Description of Benefits

Humana, Inc. and its affiliated subsidiaries (collectively, “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, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.

About us
 

Humana Inc. (NYSE: HUM) is committed to putting health first – for our teammates, our customers and our company. Through our Humana insurance services and 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. These efforts are leading to a better quality of life for people with Medicare, Medicaid, families, individuals, military service personnel, and communities at large.

Equal Opportunity Employer

It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or veteran status. It is also the policy of Humana to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.