Job Description:
• Make an average of 50 outbound calls per hour using an automatic dialer system
• Offer, explain, and schedule free in-home or virtual health evaluations with providers
• Follow 20+ approved scripts and respond persuasively to rebuttals
• Present a positive, professional, high-energy approach to clients, members, and team members
• Meet department goals, including 300–400 outbound dials per day, 25 appointments per day, attendance adherence, and quality targets
• 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 in a metrics-driven environment is preferred
• Experience with an auto dialer and/or using scripts is preferred
• Desire to work in an efficient, results-oriented outbound call center environment
• Persuasive ability to rebuttal while treating 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
• Successful completion of a background check is required
• Must be located within the Continental United States
• Home internet requirements: 100 Mbps download, 10 Mbps upload, latency/ping under 60 ms
• Must provide own workspace furniture and ensure a quiet workspace
Benefits:
• Competitive benefits
• Paid time off (PTO)
• Tuition reimbursement
• Medical, dental, and vision plans; insurance starts the 1st of each month after the start date
• Bi-weekly pay
• Monthly commission bonus potential
• 401(k)
• Employee stock purchase program
• Employee discount programs
• Comprehensive benefits package supporting physical, emotional, and financial well-being
• Retirement savings options
• Wellness programs
• Company-provided equipment (keyboard, monitor, computer, headset, etc.)
• Ongoing application acceptance
• Consideration of qualified applicants with arrest or conviction records in accordance with federal, state, and local laws