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. PLEASE SUBMIT RESUME IN ENGLISH.
SCHEDULE: Supervisors must be flexible to cover associate schedules Monday-Friday between 8:00 AM and 8:00 PM ET, with occasional Saturday coverage (9:00 AM-6:00 PM) as business needs require.
The Supervisor ensures consistent execution of service delivery, quality standards, and process compliance while fostering an environment that encourages growth, accountability, and collaboration. This leader partners closely with peers, management, and cross-functional teams to enhance efficiency, implement new initiatives, and achieve strategic outcomes.
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:
Ensure adherence to productivity, quality, and service-level goals. Leverage performance data to identify opportunities for improvement and implement actionable solutions.
Deliver Leadership Rhythm and Accountability:
Conduct a minimum of two team meetings per month and one 1:1 meeting per associate per month to review performance, progress, and development plans. Complete monthly call quality reviews, mid-year, and end-of-year evaluations per company standards.
Support Projects, Pilots, and Innovation:
Participate in and lead departmental pilots, test-and-learn initiatives, and process improvement efforts. Collaborate with business partners to operationalize successful pilots into permanent workflows.
Ensure Policy and Compliance Adherence:
Uphold consistent execution of policies, procedures, and compliance standards. Promote a culture of integrity and accountability in all operational activities.
Recruitment and Workforce Development:
Support interviewing, selection, and onboarding of new associates. Partner with leadership and HR to maintain a strong talent pipeline and positive team culture.
Collaborate Cross-Functionally:
Communicate effectively with internal and external partners to resolve escalations, align on goals, and ensure seamless member and partner experiences.
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.
Use your skills to make an impact
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.
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.
$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.
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.
Application Deadline: 11-05-2025
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.
Humana complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, gender identity or religion. We also provide free language interpreter services. See our https://www.humana.com/legal/accessibility-resources?source=Humana_Website.
