Description

The Care Management Support Assistant (CMSA) provides non-clinical, administrative support to Humana’s Special Needs Population (SNP) members for their needs to achieve and/or maintain optimal wellness. Our SNP Department encompasses members that are low income and/or have extensive chronic conditions. In this role you will guide members and their families and facilitate interaction with resources appropriate for member care and wellbeing. This position is Work-At-Home and involves the use of multiple platforms in making and receiving calls, identifying needs, educating members and family, and steering them towards appropriate resources.

Responsibilities

The fast-paced Care Management Support Assistant’s (CMSA) primary responsibility is to complete a Health Risk Assessment (HRA) with our Humana SNP members via inbound or outbound calls. This assessment form captures current health status as well as social determinants of health (SDOH) in a holistic approach to address our members health and well-being.

• The CMSA must meet expectations for quality-based calling and documentation that meets CMS requirements.
• The CMSA needs a high level of comfort while navigating multiple computer systems, programs, applications, and troubleshooting system issues including clearing cache, task managing, and modem reboot.
• A hard-wired internet service at continuous speeds of 25 download and 10 upload in a distraction free work at home (WAH) environment is required.

The CMSA is a non-clinical but critical role and is often the 1st interaction our SNP members have with the SNP Care Management Team. This role has opportunity to connect members with other multi-disciplinary departments to address unmet needs that are uncovered.

SCHEDULE: The first 4 weeks of training will be from 8:30am-5pm EST.

After the training period, this position will work an 8-hour shift between 10 a.m. EST - 6:30 p.m. Eastern Time with occasional overtime and Saturdays required. Schedule to be assigned during training.

Required Qualifications

• Proficiency in Microsoft Word, Excel, and Outlook
• 1 year or more of call center/high volume call experience
• 1 year or more of administration support experience in the healthcare industry
• Familiarity with care and well-being resources

Preferred Qualifications

• Oral and written fluency in Spanish and English- ability to pass a language test will be required if you meet this qualification.

Work At Home - Connectivity – Requirement Details

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 to support Humana applications, per associate.
• Wireless, Wired Cable or DSL connection is suggested.
• Satellite, cellular and microwave connection can be used only if they provide an optimal connection for associates. The use of these methods must be approved by leadership. (See Wireless, Wired Cable or DSL Connection in Exceptions, Section 7.0 in this policy.)
• Humana will not pay for or reimburse Home or Hybrid Home/Office associates for any portion of the cost of their self-provided internet service, with the exception of associates who live or work from Home in the state of California, Illinois, Montana, or South Dakota. 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.

Interview Format

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

If you are selected, you will receive correspondence via email or text message inviting you to participate in a Modern Hire assessment

Alert: Humana values personal identity protection. Please be aware that applicants selected for leader review may be asked to provide a social security number, if it is not already on file. When required, an email will be sent from Humana@myworkday.com with instructions to add the information into the application at Humana’s secure website.

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 decisions will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.

$34,500 - $47,400 per year

This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.

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.