Bilingual Care Management Support

About this role

Become a part of our caring community   This is a remote position located in Puerto Rico. You must live in Puerto Rico to be eligible, and you must be fluent in both English and Spanish. PLEASE SUBMIT YOUR RESUME IN ENGLISH

As a Bilingual 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 role is ideal for someone who is compassionate, detail-oriented, comfortable in a fast-paced call center environment, and motivated by work that directly supports members and care teams.

The assigned shift will be 11:00 AM–8:00 PM Eastern Standard Time / 12:00 PM–9:00 PM during Daylight Saving Time.

What You Will Do • 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 Expectations • 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: 11:00 am – 8:00 pm EST • During the first 2 weeks of training, hours will be 9 am to 5:30 pm EST • We consider attendance vital for your success; we will not allow any time off during the 2-week training period. • Management must approve time off during the first 90 days ahead of time. • We offer extended hours when needs arise. This could include occasional mandatory overtime to include evenings and weekends.

Use your skills to make an impact   Required Qualifications • Bilingual proficiency in English and Spanish, with the ability to pass required language proficiency assessments in both languages • 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 1-hour lunch, between 11:00 AM and 8:00 PM EST as assigned

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

Interview Format 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. • Text Prescreen: Shortly after submitting your application, you may receive both a text message and email requesting you to complete prescreen questions with either yes or no answers. The text message may arrive prior to the email. If you prefer to answer via computer or tablet, wait for the email. • Video Prescreen:  If you are successful with the text prescreen, you will receive another communication to record a Video Prescreen. This is an online video activity using your phone, tablet, or computer; however, most candidates prefer using a computer or tablet.  • Interviews: Some candidates will be invited to interview. If so, the recruiter will send an invitation through Hire Vue to schedule a day and time. • Offers: Finalists from the interview will be contacted by a recruiter to discuss the offer and benefits for the job • Note: Depending on the number of openings, the number of candidates who apply, and the schedules of interviewers and recruiters, this process may take several weeks or less; however, know that we are working hard to proceed as quickly as possible and to keep you informed.

Work-At-Home

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.   Travel: While this is a remote position, occasional travel to Humana's offices for t

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