Care Management Support Assistant 2 - HCO Care Management

Profile

Description

The Care Management Support Assistant 2 (CMSA2) contributes to administration of care management. Provides non-clinical support to the assessment and evaluation of members' needs and requirements to achieve and/or maintain optimal wellness state by guiding members/families toward and facilitate interaction with resources appropriate for the care and wellbeing of members. The Care Management Support Assistant 2 performs varied activities and moderately complex administrative/operational/customer support assignments. Performs computations. Typically works on semi-routine assignments.

Responsibilities

Location: work at home

The Care Management Support Assistant 2 supports commercial clinical program enrollment by making outbound telephonic outreach attempts with the intent to screen new program members for eligibility and interest, utilizing exceptional communication expertise, active listening and thorough application of process/procedure/resources to deliver an exceptional consumer experience

The CMSA2 navigates inbound calls received via a multi-department queue and assists the caller to the appropriate area/department based on the identified need/issue

The CMSA2 manages their time well in a fast pace environment, adapting to program strategy towards key performance indicators

The CMSA2 leverages phone systems, computer programs, documentation processes, workflows and communication to skillfully engage with members and clinicians

The CMSA2 role requires adherence and compliance to legal and department procedures

Role Essentials

High School Diploma

2 years or more of call center and/or telephonic customer service experience

Exceptional attention to detail

Exceptional communication and interpersonal skills (written & verbal). Professionalism in communication is a must

Hands-on technical experience with Microsoft Office applications: Word, Excel, Outlook

Strong computer and web navigation skills

Ability to work independently within a fast pace environment, under general instruction and within a team

Familiarity with care and well-being resources

Must have a separate room with a locked door that can be used as a home office to ensure you and your member have absolute and continuous privacy during worked hours

Must have accessibility to hard-wired high speed DSL or cable modem for home office internet. Internet speeds must be at a minimum of 10Mbps download and 1Mbps upload. Please note: Satellite internet cannot be used for this role

Ability to work a full-time (40 hours minimum) work schedule between the hours of 8:30am and 6:00pm EST Monday thru Friday, with availability to modify per business need

Role Desirables

Associate's Degree

Administrative support experience in the healthcare industry

Bilingual in Spanish highly desired

Additional Information

Humana is an organization with careers that change lives-including yours. As an innovator in the fast-paced industry of healthcare, we offer our associates careers that challenge, support and inspire them to use their passion for helping others and to lead their best lives. If you're ready to help people achieve lifelong well-being, and be a part of an organization that is growing and poised to make an impact on the future of healthcare, Humana has the right opportunity for you.

Scheduled Weekly Hours

40

Company info

Humana Inc.
Website : http://www.humana.com