Care Coordinator - Consumer Service Operations

As a Care Coordinator, you'll serve as the primary point of contact for service-related issues, assisting members with all of their needs. As a trusted confidante, you are their champion, their hero - and you've got their back. You will help to redefine the care that we provide for seniors - working to meet their financial, social, emotional, and medical needs.

This role requires experience working with people in need and providing them with exemplary customer service. We are looking for individuals who are passionate about transforming our care system for members who need it most; those who are willing to thoughtfully disrupt the status quo and excited to work in a rapidly evolving start-up environment, driven to do well by doing what’s right.

Within a dynamic customer-focused team, the Care Coordinator will work closely with clinical professionals and community resources to help our members negotiate the complexities of today’s healthcare environment. You will guide them through their healthcare journey, ensuring they get the care they need so they can focus on their life’s ambitions and goals.

Responsibilities:

• Build a rapport with your care team to work together on the member’s behalf
• Collaborate with your team to support member inquiries through chat, email, and voice
• Develop relationships with members and their circle of family, friends, and caregivers
• Communicate as needed with members’ medical providers and community resources
• Function as a consultant and concierge to members through inbound and outbound calls
• Listen, understand, and advise on every call
• Help members navigate their health plan and benefits
• Assess the member’s current state within the context of their history

Required Qualifications

• Aptitude for quickly learning and navigating new technology, systems and applications
• Experience working with Medicare and dual-eligible members
• Working knowledge of computers, or a demonstrated technical aptitude and an ability to quickly learn new systems
• Available to work an 8-hour shift between the hours of 8:30am and 7:00pm Eastern
• 1 - 3 years of customer service experience, including but not limited to: typing/data entry, inbound and outbound calls experience
• Proficient in Microsoft Office Outlook and Word
• CRM experience
• Previous inbound and/or outbound call center or related customer service experience
• Excellent verbal, listening, and written communication skills

Preferred Qualifications

• Medicare experience
• Previous Retail/Customer Contact Center experience
• Author experience
• Previous healthcare experience
• Familiarity with medical terminology and/or ICD-10 codes
• Associate's or Bachelor's Degree

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

• Associates 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 associates 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
• Satellite, cellular and microwave connection can be used only if approved by leadership
• 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