Bilingual Telephonic Call Center Care Specialist / Care Coach 1:
Inbound and Outbound calls from member, inquires or agents
The dialer will call the member and connect them to the associate automatically
Employs a variety of case management strategies, approaches and techniques to manage a member's case.
Identifies through a screening process for potential eligibility for state and federal benefits.
Ensures member is progressing towards desired outcomes by continuously monitoring Member’s case through use of assessment, data, and conversations with members, active planning and educating the member on potential resources.
Required Qualifications
Bilingual English/Spanish. Must be able to speak, read and write in both languages without limitations or assistance. See Additional Information on testing
1 or more years of Telephonic environment experience and/or customer service in an office setting.
Microsoft Office Programs Word and Excel.
Current valid Driver’s license
Travel up to 25% or more at times to include home visits and events
Live in the Miami, FL area
Monday-Friday 8:00 AM-5:00 p.m. EST, Overtime based on business needs and hours could include weekends/holidays.
During the Medicare Annual Election Period, September to December, must be able to work Monday through Friday between the hours of 8am-7pm EST but also subject to Overtime based on business needs and hours could include weekends/holidays.
Preferred Qualifications
Associate Degree
Microsoft Office PowerPoint
Healthcare experience
Strong preference for experience in member services and a call center environment specifically but not limited to Medicare & Medicaid recipients
Previous experience with electronic case note documentation and experienced with documenting in multiple computer applications/systems
Knowledge of community health and social service agencies and additional community resources reviews
Healthcare Telephonic environment experience and/or Healthcare customer service in an office setting
Additional Information
This is a hybrid office position - working from home and going into the Blue Lagoon office.
Monday-Friday 8:00 AM-5:00 p.m. EST, Overtime based on business needs and hours could include weekends/holidays.
During the Medicare Annual Election Period, September to December, must be able to work Monday through Friday between the hours of 8am-7pm EST but also subject to Overtime based on business needs and hours could include weekends/holidays.
Language Proficiency Testing: Any Humana associate who speaks with a member in a language other than English must take a language proficiency assessment, provided by an outside vendor, to ensure competency. Applicants will be required to take the Interagency Language Rating (ILR) test as provided by the Federal Government.
As part of our hiring process, we will be using an exciting interviewing technology provided by HireVue, a third-party vendor. This technology provides our team of recruiters and hiring managers an enhanced method for decision-making.
If you are selected to move forward from your application prescreen, you will receive correspondence inviting you to participate in a pre-recorded Voice Interview and/or an SMS Text Messaging interview. If participating in a pre-recorded interview, you will respond to a set of interview questions via your phone. You should anticipate this interview to take approximately 10-15 minutes.
If participating in a SMS Text interview, you will be asked a series of questions to which you will be using your cell phone or computer to answer the questions provided. Expect this type of interview to last anywhere from 5-10 minutes. Your recorded interview(s) via text and/or pre-recorded voice will be reviewed and you will subsequently be informed if you will be moving forward to next round of interviews.
Work at Home Guidance
To ensure Home or Hybrid Home/Office associates’ ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office associates 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
Associates 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 associates 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
Internal- If you have additional questions regarding this role posting, please send them to the Ask A Recruiter persona by visiting go/yammer and searching Ask A Recruiter! Please be sure to provide the requisition number so we may be able to research your request quicker.
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Scheduled Weekly Hours
40Pay 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.
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.
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.