Outbound Call Center Rep

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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
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