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

This is a remote work opportunity, but you must live in Puerto Rico.

Does supporting health and well-being for CarePlus members and helping call center associates develop professionally in their role sound exciting to you? We are looking for a Supervisor, Care Management to provide leadership to non-clinical support staff who assist in the assessment and evaluation of members' needs to achieve and maintain optimal wellness. This leader will oversee 18-20 Care Management Support Assistants as they guide members and their families to resources appropriate for the member's care and wellbeing.

Call Center hours are 8:00 AM – 8:00 PM Eastern Standard Time. The supervisor shift will mostly be 11:00 AM – 8:00 PM, Monday–Friday, with occasional weekend overtime coverage. Daylight Savings hours are (12pm – 9pm).

The Supervisor, Care Management Support plays a key role in overseeing non-clinical call center operations that support the care management process. This position provides leadership to ensure members, and their families receive appropriate guidance and access to resources that promote wellness and improved quality of life. This role requires strong leadership to manage daily operations, support team performance, and drive consistency in service delivery.

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Success in the Supervisor role requires the following:

• Strong independent decision-making skills, with the ability to address complex analytical issues.

• Demonstrated commitment to enhancing consumer experiences.

• Excellent written and verbal communication skills in both English and Spanish

• Ability to coach, hold people accountable and support team performance in meeting productivity and quality goals

• Flexibility and comfort with the speed of change in healthcare.

The Supervisor, Care Management Support works within thorough, prescribed guidelines and procedures; uses independent judgment requiring analysis of variable factors to solve basic problems; collaborates with management and top professionals/specialists in selection of methods, techniques, and analytical approach.

Use your skills to make an impact

Required Qualifications

• Must reside in Puerto Rico

• High school diploma or equivalent

• 2+ years of Healthcare Call Center experience

• 2+ years of formal leadership experience guiding teams to meet or exceed productivity and quality goals (or equivalent, as a trainer, coach, Subject Matter Expert or mentor)

• Must be able to work any shift between 8:00 AM – 8:00 PM Eastern Standard Time

• Proficiency in Microsoft Office applications (Word, Excel, Outlook, Teams, PowerPoint) and virtual collaboration tools such as Zoom.

• Oral and written fluency in Spanish and English - ability to pass a language test will be required

Preferred Qualifications

• Bachelor's Degree

• 6+ years of supervisory experience.

• Proficiency with Microsoft Access.

• Experience in data analysis and business strategy alignment.

• Proven success in collaboration with management and specialized professionals.

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

• 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

• If internet/power outage occurs and you DO NOT have back-up power (generator/solar panels), you MUST go to work at the local Humana office in San Juan.

Additional Information

**IF SUBMITTING YOUR RESUME, PLEASE ENSURE IT IS IN ENGLISH **

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 ability. HireVue 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.

• Text Prescreen: Shortly after submitting your application, you may receive both a text message and email requesting you to complete prescreen questions with either yes or no answers. The text message may arrive prior to the email. If you prefer to answer via computer or tablet, wait for the email.

• Video Prescreen: If you are successful with the text prescreen, you will receive another communication to record a Video Prescreen. This is an online video activity using your phone, tablet, or computer; however, most candidates prefer using a computer or tablet.

• Interviews: Some candidates will be invited to interview. If so, the recruiter will send an invitation through Hire Vue to schedule a day and time.

• Offers: Finalists from the interview will be contacted by a recruiter to discuss the offer and benefits for the job

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.

$44,500 - $60,700 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.

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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.