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Telephonic Care Manager

Humana

Humana

Customer Service
Remote
Posted on Tuesday, January 30, 2024

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

The Telephonic Care Manager (Autism Care Navigator) serves as a primary advocate for assigned beneficiaries receiving care under the Autism Care Demonstration (ACD). The ASN (Autism Care Navigator) collaborates and oversees the assessment, planning, facilitation, care coordination, evaluation, and advocacy for options and services to meet an individual’s comprehensive health needs through communication and available resources to promote quality, cost-effective outcomes. Coordinate medical, behavioral and other services for beneficiaries with a primary diagnosis of ASD, as defined by the ACD.

The Telephonic Care Manager (Autism Care Navigator) serves as a Humana Military liaison to TRICARE beneficiaries, providers and others involved in the care planning for beneficiaries receiving services under the TRICARE program.

Role Responsibilities

  • Serves as primary advocate for beneficiary & family collaborating with other CMs to coordinate care activities; conduct assessment for development of comprehensive care plan (CCP); update CCP at least every 6 months; notify & provide copy of CCP to providers & parents/caregivers; ensure all baseline measures are completed as required by ACD policy; collect outcome measures as defined by ACD policy, provide outcome measure data to respective providers; serve as POC for MTF CMs.

  • Perform telephonic care management with beneficiaries throughout the East region with a focus of coordination of services for any treatment pertaining to ASD.

  • Assess the needs of identified beneficiaries and collaborate with providers, caregivers/guardians and others as necessary to ensure treatment is initiated and any barriers are addressed.

  • Assess the needs of the family and determine necessary resources to include but not limited to educational programs, community resources, educational materials, and support groups.

  • Participate in care management and coordination of services in an effective and efficient manner in accordance with Medical Management policies and procedures.

  • Utilize Motivational Interviewing and solution-oriented approaches in communication.

  • Work collaboratively with stakeholders across the Enterprise to provide consultative assistance, coordination of services, and participate in integrated care plan meetings as appropriate.

  • Develop comprehensive care plans in collaboration with identified stakeholders when appropriate.

  • Provide professional and courteous service to all callers and work to resolve any complaint or issue to their satisfaction when possible.

  • Participates in Coordinated Team Conferences; includes medical team conferences involving three or more providers rendering care to beneficiaries with ASD under the ACD. The conversation should revolve around coordination of services and ensuring goals are appropriate and not in conflict to the treatment plans by any other services received by the beneficiary. Team conferences for complex beneficiaries with ASD and other co-occurring conditions that impact services being successful in the management of ASD. Ensures providers comply with attendance and policies outlined in the TOM for conferences. Serve as meeting facilitator, created documented summary of meeting minutes and share copy with stakeholders.

  • Actively communicate with other ASNs and/or facilitate continuity of care to ensure care transition with beneficiary relocations (regions and or markets).

  • Assist family in identifying local & or other resources that could benefit the beneficiary to include Respite care for ADFMs.

  • Monitor ECHO registration and EFMP enrollment for beneficiaries with qualifying diagnosis, ensuring required documentation is received.

  • Maintain provisional list to ensure completion of required application process.

  • Follow beneficiary to ensure coordination and approval of services.

  • Assess the needs of identified beneficiaries and work collaboratively to ensure care coordination assistance.

  • Ensure data is entered accurately and monitor report to make any necessary corrections so that reporting is accurate.


Use your skills to make an impact

Required Qualifications

The Telephonic Care Manager (Autism Care Navigator) must meet ONE of the following license requirements:

A current, valid, and unrestricted license to include:
Licensed Clinical Social Worker (LCSW), Licensed Masters Social Worker (LMSW-ACP), Clinical Psychologist with;

  • Clinical experience in: pediatrics, behavioral health, and/or ASD; a healthcare environment; and proven care management experience

  • An active designation as a Certified Care Manager (CCM). If no active designation as a CCM at hire date, this must be obtained within the first year of hire

  • Minimum of 1 year of post-degree clinical experience in private practice or other patient care

  • Minimum of 1 year of managed care experience

OR
A current, valid, and unrestricted license as a Mental Health (MH) Professional to include:
Licensed Professional Counselor (LPC), Licensed Clinical Marriage and Family Therapist (LCMFT), Licensed Mental Health Counselor (LMHC) with;

  • Clinical experience in: pediatrics, behavioral health, and/or ASD; a healthcare environment; and proven care management experience

  • An active designation as a Certified Care Manager (CCM)

  • Minimum of 1 year of post-degree clinical experience in private practice or other patient care

  • Minimum of 1 year of managed care experience

OR
A current, valid, and unrestricted nursing license to include:
Registered Nurse (R.N.) with;

  • Must have clinical experience in: pediatrics, behavioral health, and/or ASD; a healthcare environment; and proven care management experience

  • Minimum of 3 years of clinical nursing experience

  • Minimum of 1 year of managed care and case management experience

  • An active designation as a Certified Care Manager (CCM). If no active designation as a CCM at hire date, this must be obtained within the first year of hire

The Telephonic Care Manager (Autism Care Navigator) must meet ALL of the following requirements:

  • Our Department of Defense Contract requires U.S. citizenship for this position

  • Successfully receive interim approval for government security clearance (eQIP - Electronic Questionnaire for Investigation Processing)

  • Proficiency in Microsoft Office programs specifically; Word, Excel and Outlook

  • Skilled in written and verbal communications

  • Ability to handle high volume of calls and customer contacts in a polite and professional manner

  • Ability to handle multiple projects simultaneously and to prioritize appropriately

Work at Home/Remote Requirements

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:

  • 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

  • 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

Preferred Qualifications

  • Prior experience with the TRICARE Autism Care Demonstration

  • Knowledge of and experience with applied behavior analysis and integrated care needs for those with autism

  • Direct or Indirect Military experience a plus

  • Extensive analytical skills

  • Bilingual a plus

Additional Information

Work Days/Hours: Monday – Friday; must be able to work an 8 hour shift between 8:00 a.m. – 7 p.m. EST.
Training/Training Hours: Mandatory for the first 4 – 6 weeks; 8:00 a.m. – 5:00 p.m. EST

Work Style: Remote

SSN Alert: Humana values personal identity protection. Please be aware that applicants selected for leader review may be asked to provide their social security number, if it is not already on file. When required, an email will be sent from Humana@myworkday.com with instructions on how to add the information into your official application on Humana’s secure website.

Interview Format
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.

This is a remote position
#LI-Remote

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 decisions will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.


$57,700 - $79,500 per year


This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.

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

Humana Inc. (NYSE: HUM) is committed to putting health first – for our teammates, our customers and our company. Through our Humana insurance services and CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health – delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare, Medicaid, families, individuals, military service personnel, and communities at large.


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 because he or she is a protected veteran. It is also the policy of Humana to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, 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.