Call Center Specialist

Humana is a leading U.S. healthcare company, and they are seeking a Telephonic Call Center Specialist / Care Coach 1 to assess and evaluate member's needs to maintain wellness. The role involves managing inbound and outbound calls, employing case management strategies, and guiding members towards appropriate resources for their care and wellbeing.

Responsibilities

• Inbound and Outbound calls from member, inquires or agents
• The dialer will call the member and connect them to the associate automatically
• Employ a variety of case management strategies, approaches and techniques to manage a member's case
• Identify through a screening process for potential eligibility for state and federal benefits
• Ensure 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

Skills

• 1 or more years of Telephonic environment experience handling inbound and outbound calls
• Live in the Miami, FL area
• Microsoft Office Programs Word and Excel
• Current valid Driver's license
• Travel up to 25% or more at times to include home visits and events
• Hybrid Home / Office- working 1 to 5 days a week in the Miami office, based on business needs
• Monday-Friday 8:00 AM-5:00 p.m. EST, Overtime based on business needs and hours could include weekends/holidays
• During the Medicare Annual Election Period, September to December, must be able to work Monday through Friday between the hours of 8am-7pm EST but also subject to Overtime based on business needs and hours could include weekends/holidays
• Associate Degree
• Microsoft Office PowerPoint
• Call center experience
• Healthcare knowledge or experience
• 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 reviews
• Bilingual English/Spanish. Must be able to speak, read and write in both languages without limitations or assistance

Benefits

• 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

Company Overview

Company H1B Sponsorship