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, headset, etc.)
