Become a part of our caring community and help us put health first
 

Do you enjoy helping others achieve optimal health and well-being? Are you skilled at customer service over the phone and energized by a fast-paced virtual position? Humana’s Care Management Support Assistants perform their role in a call center environment that includes working in an auto-dialer telephone system. The role aims to take a comprehensive approach towards addressing a member’s overall health and well-being. To work as a Bilingual CMSA, you must be fluent in both ENGLISH and SPANISH and pass a proficiency exam in both languages.

The start date for this position is Monday, October 13, 2025.
The assigned shift will be 11:30AM – 8:00PM EST (Eastern Standard Time)

Key responsibilities of the role include the following:

• Effectively engage members in Care Management via telephonic interactions

• Complete necessary assessments and questionnaires with members to identify health risks and support our clinical Care Management team in addressing them

• Coordinate assistance for members needing doctor’s appointments

• Address barriers to various health screenings and connect members with resources to close any gaps in care

• Help members retain and access benefits

• Service both inbound and outbound calls  

Success in the CMSA role requires the following:

• Consideration and professionalism towards the members we serve.
• Understanding, integrity and compassion
• Ability to apply active listening skills to initiative-taking and decision-making.
• Ability to learn and absorb information quickly and apply it to the work being performed.
• Ability to work independently but also speak up in times of doubt.
• Flexibility and comfort with the speed of change in healthcare.

Training and Schedule

• Call center hours of operation are Monday-Friday between 8:00 am and 8:00 pm EST
• Assigned shift for this opportunity will be:  11:30 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 will be allowed during the training and nesting period which is the first 90-days.
• Extended hours are offered when business needs arise. This could include occasional and/or mandatory overtime to include evenings and weekends

Use your skills to make an impact
 

Required Qualifications

• High School Diploma, GED or equivalent

• Bilingual in English and Spanish (and able to pass language proficiency tests in both languages)

• A minimum of 1 year of experience in a fast-paced call center with high inbound and outbound call volumes

• Experience consistently meeting documented productivity, quality, and/or service metrics

• Experience multitasking between numerous applications, programs and platforms

• Proficiency using Microsoft office products: Word, Excel, Teams, and Outlook

• Ability to work an 8.5-hour shift between the hours of 11:30am to 8pm EST.

Preferred Qualifications

• Associate’s degree or higher

• Administrative support experience in a healthcare setting (within the past 3 years)

• Familiarity with care management and well-being resources

• Auto-dialer experience

Work-At-Home Requirements

To ensure Work-At-Home employees’ ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria:

• At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is recommended; wireless, wired cable or DSL connection is suggested
• Satellite, cellular and microwave connection can be used only if approved by leadership
• Employees who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense
• Humana will provide Home or Hybrid Home/Office employees with telephone equipment appropriate to meet the business requirements for their position/job
• Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information

Additional Information

**PLEASE MAKE SURE YOU ATTACH YOUR RESUME TO YOUR APPLICATION (PDF OR WORD FORMAT) **  

Interview Process

As part of our hiring process for this opportunity, we will be using an interviewing technology called HireVue to enhance our hiring and decision-making abili