Care Coach 1- Social Services-Call Center - Bilingual English/Spanish - Orlando-FL

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Job Information

Humana

Care Coach 1- Social Services-Call Center - Bilingual English/Spanish - Orlando-FL

in

Kissimmee

Florida

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 Orange and Osceola counties.

Responsibilities

Initial training will be 4-8 weeks, mostly virtually and attending some trainings in person, as allowed. Employees will be required to return back to the office in the near future.

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.

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

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.

Call Center environment experience and/or inbound and outbound phone calls experience, such as a Queue.

Able to work back to back to back calls on a queue 110% of the time.

Have multitasking skills

Customer service or related experience in an office setting with phone experience.

Team player, ability to work with tight schedules, multiple priorities as well as work independently

Skills in Microsoft Office Programs Word, Excel

Must be able to work Monday through Friday between the hours of 8am-7pm but be flexible with your hours based on business needs overtime and hours could include weekends/holidays during the Medicare Annual Election Period September 15-Dec 8.

Current valid Driver's license required & ability to travel up to 25% at times to include home visits, and events.

Must be fully vaccinated including Booster and willing to show documentation before interviewing.

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

COVID Requirements

: For this job, associates are required to be fully COVID vaccinated (preferred, including booster or undergo weekly COVID testing and wear a face covering while at work. The weekly testing will need to be done through an approved Humana vendor, and unvaccinated associates should follow all social distancing and masking protocols if they are required to come into a Humana facility or work outside of their home. We are a healthcare company committed to putting health and safety first for our members, patients, associates, and the communities we serve.

If progressed to offer, you will be required to:

Provide proof of full vaccination, including booster or commit to testing protocols

*OR  *

Provide proof of applicable exemption including any required supporting documentation

​​ Medical, religious, state and (remote-only) work exemptions are available.

​ 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:

​ 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

Company info

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