Bilingual Supervisor, Care Management Support

Bilingual Supervisor, Care Management Support

Become a part of our caring community and help us put health first. The Bilingual Supervisor, Care Management Support is a frontline leader responsible for driving team performance, engagement, and operational success within a dynamic, metric-driven call center environment. This role oversees a team of non-clinical support associates managing inbound and outbound calls in support of member health and wellness, performing manual research, and case coordination to support members, internal partners, and business objectives. Supervisors must be flexible to cover associate schedules MondayFriday between 8 : 00 AM and 8 : 00 PM ET, with occasional Saturday coverage (9 : 00 AM6 : 00 PM) as business needs require.

Key Responsibilities

Lead and Develop a High-Performing Team :

• Provide daily oversight and coaching to call center associates supporting inbound, outbound, and manual research workstreams. Foster engagement through regular feedback, recognition, and professional development.

Drive Operational Excellence :

Deliver Leadership Rhythm and Accountability :

Support Projects, Pilots, and Innovation :

Ensure Policy and Compliance Adherence :

Recruitment and Workforce Development :

Collaborate Cross-Functionally :

Why Join Our Team

This role offers the opportunity to make a direct impact on both our members' experiences and the success of our organization. You will lead a team that drives meaningful results, contributes to business growth, and embraces innovation through collaboration, accountability, and care. In return, we offer competitive pay and special benefits including resources for your health, mental well-being, financial fitness, and needs for time away.

Required Qualifications

Bilingual (Spanish / English) with ability to pass a language test in both languages. Minimum 2 years of leadership experience with responsibility for guiding teams toward productivity and quality goals. Experience in a high-volume, fast-paced, and metrics-driven call center or operational environment. Prior experience supporting or leading projects, pilots, or strategic initiatives. Experience meeting performance standards while adapting to changing priorities and maintaining a focus on quality and customer service. Experience analyzing performance data, making independent decisions, and applying situational leadership effectively. Effective communication skills with the ability to motivate, coach, and influence others both verbally and in writing. Proficiency in Microsoft Word, Excel, Outlook, Teams, PowerPoint, and Zoom. Ability to work flexible hours as required by business operations.

Preferred Qualifications

Bachelor's degree in business, Healthcare, or related field. Call center experience. Experience utilizing data analysis to drive team or business outcomes. Six Sigma Green Belt or related process improvement certification. Prior experience leading teams within a contact center or metric-driven operational environment.

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. Employees 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 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.

Additional Information

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.

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. $59,300 - $80,900 per year.

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

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 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.