Bilingual Care Management Support Assistant

Humana · Remote Puerto Rico · $32,000 - $41,800 per year · remote We are seeking a Bilingual Care Management Support Assistant to join our team. As a remote position located in Puerto Rico, 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. Responsibilities 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. Attendance is vital for your success; no time off is allowed during the 2-week training period. Management must approve time off during the first 90 days ahead of time. Extended hours may be required, including occasional mandatory overtime on evenings and weekends. Requirements 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. Benefits Competitive benefits that support whole-person well-being, including medical, dental, and vision benefits, 401(k) retirement savings plan, time off, and more.