Outbound Call Center Rep

Job Description:

• Contact Medicare Advantage and Medicaid health plan members by phone to offer, explain, and schedule free in-home or virtual healthcare evaluations
• Make an average of 50 outbound calls per hour using an automatic dialer system
• Follow 20+ approved scripts and respond persuasively to rebuttals
• Meet department productivity, quality, customer service, shift, and attendance goals
• Achieve targets including 300–400 outbound dials per day and 25 appointments set per day
• Adjust, reschedule, and cancel appointments with members and contracted providers
• Monitor appointments, calls, handle time, and productivity using designated reporting systems
• Report member complaints and escalations immediately to Member Engagement Managers
• Participate in peer side-by-side coaching as needed
• Follow HIPAA and security and privacy guidelines when handling protected health information
• Report to a Member Engagement Manager

Requirements:

• High School Diploma or equivalent is preferred
• 1+ year call center experience OR 2+ years general work experience required
• Previous outbound call center or high volume experience working in a metrics driven environment, with an auto dialer, and/or using scripts is preferred
• Desire to work in an efficient, results-oriented outbound call center environment
• Persuasive with the ability to rebuttal while treating all health plan members with professional courtesy
• Good communication skills, friendly and conversational
• Ability to adhere to a fixed daily schedule, including start, breaks, lunch, and end times
• Strong computer skills and ability to use multiple systems simultaneously while making calls
• Verified and reliable home internet service: 100 Mbps download, 10 Mbps upload, latency/ping less than 60 ms
• Must provide own workspace furniture and ensure a quiet workspace
• Successful completion of background check required
• Must be located within the Continental United States

Benefits:

• Competitive benefits
• PTO / paid time off
• Tuition reimbursement
• Bi-weekly pay
• Monthly commission bonus potential
• 401K
• Employee stock purchase program
• Employee discount programs
• Medical coverage
• Dental coverage
• Vision coverage
• Retirement savings options
• Wellness programs
• Company-provided work equipment (keyboard, monitor, computer, heet, etc.)