Outbound Call Center Rep

Job Description:

• Make an average of 50 outbound calls per hour placed by an automatic dialer system to offer, explain, and schedule a free in-home or virtual health evaluation with a provider
• Follow 20+ approved scripts, ensure members understand and are comfortable with the terms, and respond to rebuttals persuasively and with professional courtesy
• Present a positive, professional, and high energy approach to clients, health plan members, and team members
• Meet daily goals set by the department (i.e., 300-400 outbound dials per day, 25 appointments set per day, shift and attendance policy adherence, quality targets, etc.) in an office or remote environment
• Adjust, reschedule, and cancel appointments with both members and contracted providers, as requested
• Monitor performance results including 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 other security and privacy guidelines when handling protected health information accessed during normal work activities

Requirements:

• A 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
• A 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 the ability to use multiple systems at the same time, while making calls

Benefits:

• Medical, Dental and Vision plans
• Insurance starts the 1st of each month after the start date
• Bi-weekly pay with monthly commission bonus potential
• 401K, employee stock purchase program and tuition reimbursement
• Employee discount programs