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

The Care Management Support Professional 1 contributes to administration of care management. Provides non-clinical support to the assessment and evaluation of patients’ needs and requirements to achieve and/or maintain optimal wellness state by guiding patients’/families toward and facilitate interaction with resources appropriate for the care and wellbeing of the patient. The Care Management Support Profession work assignments are often straightforward and of moderate complexity.

**Work Schedule:** Full-time/40 Hours/M-F

**Job Type** : Care Management Support Professional 1

**Line of Business** : CenterWell Primary Care Anywhere

The **Care Management Support Professional** understands own work area professional concepts/standards, regulations, strategies and operating standards. Makes decisions regarding own work approach/priorities and follows direction. Work is managed and often guided by precedent and/or documented procedures/regulations/professional standards with some interpretation. Responsible for multi-pod capacity management to ensure efficient resource allocation. Manage scheduling and utilization to enhance patient and provider experience. Conduct regular audits to maintain data accuracy and operational excellence. Responsible for expediting routing configuration for efficient patient/provider interactions. Handle and prioritize provider scheduling requests. Oversee key performance indicators, with focus on reducing cancellations and appointment wait times. Provide dotted line management to Care Management Assistants (CMAs) including delegation of responsibilities. Manage and resolve contact center escalations in a timely and efficient manner. Maintain oversight of When I Work (WIW) platform scheduling, implement necessary modifications, and perform audits. Triage and resolve operational issues, routine patient complaints, and provider escalations related to routing or scheduling. Hold and attend care management team huddles with the Care Management Assistants (CMAs) to facilitate communications and problem-solving initiatives. Continually oversee the care management team email mailboxes and ensure timely responses are provided. Conduct new hire training, onboarding, and shadowing coordination for new team members. Manage inventory, including ordering of necessary supplies. Lead quality initiatives to improve market performance, focusing on patient and provider satisfaction.

Use your skills to make an impact

Required Qualifications

+ Bachelor's degree or equivalent years of relevant experience.

+ Minimum of 3 years’ experience in Provider Relations, Operations, Customer Service, Logistics, and/or Project Coordination.

+ 2 years of demonstrated leadership capabilities: decision making skills regarding work approach/priorities, work assignments, standards, and resources that impact multiple pods.

+ Exceptional reporting, forecasting, and presenting capabilities.

+ Experience with new hire training, onboarding, shadowing coordination, and inventory management.

+ Experience working with patient electronic medical records (EMR).

+ Minimum of 1 - 3 years of Microsoft technical experience working within multiple operating systems and platforms at any given time. Knowledge of Word, Excel, and Outlook.

+ Proficiency in using scheduling and business management software.

+ Well-versed in quality and process improvement initiatives. Dedication to maintaining high-quality service and performance.

+ Ability to work well in a fast-paced, dynamic environment.

+ Excellent verbal and written communication skills including telephone and customer service etiquette.

+ Ability to work cross-functionally and communicate effectively with team members, patients, clinicians, customers, and leaders of all levels.

+ Excellent attention to detail, interpersonal, negotiation, organizational, and conflict resolution skills.

+ Ability to act with integrity, professionalism, and confidentiality.

+ Must be passionate about contributing to an organization focused on continuously improving consumer experiences.

Preferred Qualifications

+ Master's degree in business or a related field.

+ Microsoft Access and Microsoft Teams experience.

+ Knowledge of HEDIS measures.

+ Knowledge of value-based care and primary care.

+ When I Work (WIW) software experience.

Additional Information

This role is considered patient facing and is part of Humana’s Tuberculosis (TB) screening program. If selected for this role, you will be required to be screened for TB.

As part of our hiring process for this opportunity, we will be using an interviewing technology called Modern Hire to enhance our hiring and decision-making ability. Modern Hire allows us to quickly connect and gain valuable information from you pertaining to your relevant skills and experience at a time that is best for your schedule.

Alert

Humana values personal identity protection. Please be aware that applicants may be asked to provide their Social Security Number, if it is not already on file. When required, an email will be sent from [email protected] with instructions on how to add the information into your official application on Humana’s secure website.

Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.

Scheduled Weekly Hours

40

Pay Range

The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.

$45,400 - $61,300 per year

Description of Benefits

Humana, Inc. and its affiliated subsidiaries (collectively, “Humana”) offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides 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 and many other opportunities.

About us

About CenterWell Senior Primary Care: CenterWell Senior Primary Care provides proactive, preventive care to seniors, including wellness visits, physical exams, chronic condition management, screenings, minor injury treatment and more. Our unique care model focuses on personalized experiences, taking time to listen, learn and address the factors that impact patient well-being. Our integrated care teams, which include physicians, nurses, behavioral health specialists and more, spend up to 50 percent more time with patients, providing compassionate, personalized care that brings better health outcomes. We go beyond physical health by also addressing other factors that can impact a patient’s well-being.

About CenterWell, a Humana company: CenterWell creates experiences that put patients at the center. As the nation’s largest provider of senior-focused primary care, one of the largest providers of home health services, and fourth largest pharmacy benefit manager, CenterWell is focused on whole-person health by addressing the physical, emotional and social wellness of our patients. As part of Humana Inc. (NYSE: HUM), CenterWell offers stability, industry-leading benefits, and opportunities to grow yourself and your career. We proudly employ more than 30,000 clinicians who are committed to putting health first – for our teammates, patients, communities and company. By providing flexible scheduling options, clinical certifications, leadership development programs and career coaching, we allow employees to invest in their personal and professional well-being, all from day one.

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Equal Opportunity Employer

It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.

Centerwell, a wholly owned subsidiary of Humana, complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, gender identity or religion. We also provide free language interpreter services. See our full accessibility rights information and language options https://www.partnersinprimarycare.com/accessibility-resources