Job Description
Title: Telephonic Care Coach, Bilingual – English and Spanish
Location: Tampa, FL
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.
Responsibilities
- This Bilingual English and Spanish position is considered remote work at home requiring 25% travel for member home visits, and events in the area and surrounding counties, including but not limited to Hillsborough County.
- 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.
- Spanish/English proficiency exam is required and must pass.
- 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.
- Consistent telephone usage for the entire shift.
- Must be fully vaccinated including latest boosters.
Required Qualifications
- Call Center environment experience and/or inbound and outbound phone calls experience, such as a Queue
- Demonstrated ability to manage and prioritize back to back calls and follow-up on member cases 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
- Overtime required during Medicare Annual Election Period
Additional Requirements/Adherence
Workstyle: Remote Work at Home, may be asked to enter a market office as business needs.
Location: Remote-Hillsborough County, FL
Hours:
- Standard work schedule is Monday-Friday 8:00 AM-5:00 PM Eastern Time
- Must be able to work 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 25×10 (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
Covid Requirement Policy
Humana and its subsidiaries require vaccinated associates who work outside of their home to submit proof of vaccination, including COVID-19 boosters. This position will require proof of Covid-19 vaccination upon offer acceptance during the background screening process and prior to the start date.
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