What are the responsibilities and job description for the Telephonic Care Coach position at Humana?
Description
The Care Coach 1 assesses and evaluates member's needs and requirements primarily in a high intensive call center environment. The Care Coach 1 role also consists of caseload management activities, attending, and supporting events and home visits. The role is subject to monthly metrics such as Phone Call Assurance and productivity expectations.This position also requires home visits to members and events in the area and surrounding counties. Including but not limited to Miami Dade , Broward and Monroe Counties.
Responsibilities
This is an office based position in Miami, FL. Initial training will be 8-12 weeks with 4 weeks required onsite training.
The Care Coach: 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.
Understands own work area professional concepts/standards, regulations, strategies and operating standards.
Very heavy inbound calls throughout shift.
How We Value You:
- Benefits starting day 1 of employment
- Competitive 401k match
- Generous Paid Time Off accrual
- Tuition Reimbursement
- Parent Leave
- Go365 perks for well-being
Required Qualifications
- Call Center environment experience and/or inbound and outbound phone calls experience, such as a Queue
- Demonstrated ablility to manage and prioritize back to back calls and follow-up on member cases, and walk-ins as needed. Average call volume is 60 calls daily
- Bilingual English/Spanish - must be able to speak, read and write in both languages without limitations or assistance and pass the required proficiency tests in both languages.
- Intermediate/Advanced typing and computer navigation skills using multiple systems, platforms, and an ability to troubleshoot and resolve general technical difficulties
- 1-3 years working knowledge using the following MS Office Suite products; Word, Excel, and, Outlook
- Ability to manages multiple tasks and deadlines based on priority
- Team player, ability to work with tight schedules, multiple priorities as well as work independently
Additional Requirements/Adherence
Workstyle: Doral Market Office
Location: 6101 Blue Lagoon Drive Suite 195,Miami FL 33126
Hours:
- Standard work schedule is Monday-Friday 8:00 AM-5:00 PM Eastern Time
- Must be able to wotk an 8 hour shift Monday - Friday between the hours of 8am-7pm during Medicare Annual Election Period September 15-Dec 8.
- Overtime including evening, weekend, and holidays may be requested as business needs.
Travel: up to 25% at times to include home visits, and events.
Driver's License, Automobile and Insurance Requirements:
- Possession of a valid driver's license and access to a reliable automobile
- This role is part of Humana’s Driver safety program and therefore requires an individual to have a valid state driver’s license and proof of personal vehicle liability insurance with at least 100,000/300,000/100,000 limits.
Work-At-Home Requirements:
- WAH requirements: Must have the ability to provide a high speed DSL or cable modem for a home office. Associates or contractors who live and work from home in the state of California will be provided payment for their internet expense.
- A minimum standard speed for optimal performance of 25x10 (25mpbs download x 10mpbs upload) is required.
- Satellite and Wireless Internet service is NOT allowed for this role.
- A dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information
Preferred Qualifications
- Associate / Bachelor Degree
- 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
Additional Information:
Covid Policy
Humana and its subsidiaries require vaccinated associates who work outside of their home to submit proof of vaccination, including COVID-19 boosters. Associates who remain unvaccinated must either undergo weekly negative COVID testing OR wear a mask at all times while in a Humana facility or while working in the field.
Modern Hire: As part of our hiring process, we will be using an exciting interviewing technology provided by Modern Hire, 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 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.
Scheduled Weekly Hours
40
