Outbound Call Center Representative

Description:
• Starting hourly rate $15.00, with unlimited monthly commission potential.
• 10 days of required paid training (Monday-Friday, 8AM-4:30PM)
• Call center hours of operation are Monday-Sunday 7AM – 9PM, actual shift will be determined at time of hire.
• Competitive benefits, PTO, tuition reimbursement, and more!
• 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, 24 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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