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.)
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