Manager, Care Management - Stars
Humana · Nationwide, United States · remote
Become a part of our caring community
The Manager, Care Management leads associates who conduct targeted telephonic outreach to help members close care gaps, identify additional health and social needs, and connect with appropriate resources. This data-driven leader thrives in leading a team focused on promoting quality, accountability, and driving member-centered outcomes. As manager of Care Management on the Stars Initiative team, you will bring forward practical solutions, speak up when barriers or opportunities arise, and guide the team through changing Stars priorities and business needs.
This is a remote position on a dedicated team of Stars managers, and you will report directly to the Associate Director of Care Management.
Make a Meaningful Impact
This mission-driven role offers the opportunity to lead a team of Stars-focused Care Coaches who help improve members' health by closing care gaps, identifying health concerns early, and connecting members with support. This support may slow the progression of chronic conditions. The manager will help shape how Humana delivers high-quality, member-centered care within an evolving healthcare ecosystem.
What Success Looks Like:
- You will provide leadership and coaching for associates who conduct telephonic, Stars-focused member outreach. You will foster excellence in quality by offering feedback and development opportunities, including regular one-on-one meetings with direct reports, team meetings, call listening, and outreach reviews to foster excellence in quality.
- You will ensure associates identify needs beyond the initial outreach purpose and triage or refer members to appropriate clinical, social, or community resources.
- You will inspire an engaged, inclusive, and accountable team by setting the standard for how associates show up; Promote professional behaviors, recognize contributions, foster collaboration, and support development.
- You will set clear expectations and manage performance across both quantity and quality. This includes managing outreach, care-gap closure, productivity, documentation, attendance, professional behavior, compliance, member experience, and health outcomes.
- You will translate Stars priorities, measurement requirements, and performance opportunities into clear team actions; monitor results and adjust outreach strategies to improve member engagement, team performance, care-gap closure and Stars outcomes.
- You will collaborate across multiple enterprise partner teams, including Enterprise Stars, quality, operations, analytics, and other stakeholder teams to identify opportunities to improve performance and impact, resolve barriers, and align outreach strategies according to enterprise priorities.
- You will use performance, quality, and operational data to identify trends, risks, barriers, and coaching needs; then implement measurable action plans that improve associate performance in outreach effectiveness, workflows, care-gap closure, and Stars results.
- You will be an escalation resource for complex member needs, referrals, outreach barriers, associate concerns, and operational or process issues requiring manager intervention.
- You will communicate on leadership calls, constructively raising Stars performance concerns, risks, barriers, and escalations while presenting recommendations and opportunities.
- You will support audit readiness and address performance or compliance concerns by promoting applicable policies, privacy requirements, documentation standards, and quality expectations.
- You will support onboarding, training and mentoring, and ongoing education on Stars measures, outreach expectations, care-gap workflows, member-needs identification, and referral processes.
- You will connect the team's daily work to broader enterprise goals, Stars performance, member experience, and health outcomes; Help associates understand how their contributions create meaningful business and member impact.
Use your skills to make an impact
Required Qualifications
- Active, unrestricted Registered Nurse license with no disciplinary action; compact licensure required.
- 5 or more years of RN experience
- 3 or more years of experience in case management.
- 1 or more years of data-driven leadership experience, including analyzing performance, identifying trends and risks, and implementing measurable improvement plans.
- Strong computer proficiency in Microsoft Office programs and demonstrated ability to learn and navigate multiple software applications.
Preferred Qualifications
- A Bachelor’s or Master’s degree in nursing, healthcare administration, business, or a related field.
- Three or more years of management or supervisory experience, with demonstrated success coaching, motivating, developing, and holding associates accountable.
- Previous experience in managed care, Medicare Stars, quality improvement, telephonic member outreach, care-gap closure, or related member engagement programs.
Additional Information
Qualified candidates should have the following key attributes:
- Effective communication and interpersonal skills, and ability to build rapport with direct reports, internal teams, and other stakeholders.
- Strong organizational and time-management skills.
- Solid problem-solving and decision-making skills.
- Ability to embrace ambiguity and change while confidently leading associates through evolving priorities and shifting business needs.
- Ability to manage competing priorities, use sound judgement and adapt quickly in a fast-paced environment.
Interview Format
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/Video Prescreen: Shortly after submitting your application, you may receive both a text message and email requesting you 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.
Interviews: Some candidates will be invited to interview. If so, the recruiter will send an invitation through Hirevue 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.
Note: Depending on the number of openings, the number of candidates who apply, and the schedules of interviewers and recruiters, this process may take several weeks or less; however, know that we are working
Work at Home Requirements: To ensure Home or Hybrid Home/Office 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 required; wireless, wired cable or DSL connection is suggested. In certain roles, the minimum recommended internet speed required by Humana may not be sufficient for business needs. Humana reserves the right to require associates to upgrade their internet service if necessary. Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.
Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.
Florida Background Screening Requirements: Notice for candidates applying to this position from a Florida work location, including Florida home-based work location. This position is subject to Florida Level 2 background screening through the Care Provider Background Screening Clearinghouse. For information about the screening process and requirements, visit: https://info.flclearinghouse.com.
Scheduled Weekly Hours
40
Pay Range
The compensation range below reflects a good faith estimate of starti