Telephonic Care Coach
About The Position
The Telephonic Care Coach supports Humana Gold Plus-Integrated members in Illinois by conducting comprehensive assessments, identifying care needs, and guiding members and their families to resources that support optimal care. The role uses strategies and techniques to manage members’ health issues by phone, identify and resolve barriers to effective care, and monitor progress toward desired outcomes through assessments, data, conversations, and active care planning. The position follows established guidelines, procedures, regulations, and professional standards, with some discretion in determining work approach and priorities. It reports to the Manager, Care Management. This is a remote, work-from-home role with 40 scheduled hours per week. Core hours are primarily Monday through Friday, 8:00 AM–5:00 PM CST, within operating hours of Monday through Friday, 8:00 AM–7:00 PM CST; schedule flexibility may be needed based on business needs. Occasional travel to Humana offices for training or meetings may be required. Employees must work from a dedicated space without ongoing interruptions to protect member PHI/HIPAA information and maintain internet service meeting the stated minimum speeds.
Requirements
- Bachelor’s degree in a health-related field, active Illinois LPN licensure, or the ability to obtain an Illinois LPN license.
- At least 2 years of case management, medical case management, care coordination, or healthcare support experience.
- Comprehensive knowledge of Microsoft Office applications, including Word, Excel, and Outlook.
Nice To Haves
- Illinois residence.
- Bilingual English/Spanish skills.
- Certified Case Manager (CCM) certification.
- Master’s degree.
- Managed care experience.
- Prior experience with Medicare and Medicaid recipients.
- Experience with electronic case-note documentation and documenting in multiple computer applications or systems.
- Experience with health promotion, coaching, and wellness.
- Knowledge of community health and social service agencies and additional community resources.
Responsibilities
- Use a variety of strategies, approaches, and techniques to manage members’ health issues telephonically.
- Identify and resolve barriers that hinder effective care.
- Continuously monitor patient care using assessments, data, conversations with members, and active care planning to ensure progress toward desired outcomes.
- Apply professional concepts, standards, regulations, strategies, and operating standards in the work area.
- Make decisions about work approach and priorities while following direction and established guidelines and procedures.
Benefits
- Medical insurance.
- Dental insurance.
- Vision insurance.
- 401(k) retirement savings plan.
- Paid time off.
- Company and personal holidays.
- Paid parental and caregiver leave.
- Short-term and long-term disability.
- Life insurance.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
