Outbound Call Center

This is a fully remote position, open to applicants in New York.

📋 Description

• Implement outbound campaigns aimed primarily at enhancing member retention while also supporting quality objectives, introducing new members to plan offerings, and attaining specific campaign-related goals.

• Possess the capability to thrive in a fast-paced setting and navigate the challenges typical of a call center environment, all while providing exceptional service on every call.

• Achieve personal accessibility and outreach targets alongside team objectives that meet industry standard benchmarks.

• Exhibit outstanding communication skills, utilizing soft skills during interactions with a diverse clientele.

• Cultivate a thorough understanding of all lines of business.

• Continuously inform members about their benefits and MVP’s procedures.

• Handle first call resolutions and perform tasks proficiently, adhering to guidelines regarding call avoidance, average handle time, hold time, and after-call work.

• Investigate information necessary to accurately address customer inquiries.

• Pose relevant questions to ensure a clear comprehension of the customer’s issue.

• Provide service with integrity.

• Clearly articulate all policies and procedures during both incoming and outgoing calls.

• Employ technical skills needed to access multiple databases while catering to customer needs.

• Record all customer interactions, ensuring data input is highly accurate.

• Act as a liaison between internal and external customers, consistently representing the company in a professional and courteous manner.

• Conduct outbound campaigns across all lines of business, demonstrating self-direction, organization, confidence, and the ability to adapt communication and presentation skills to meet customer needs.

• Accountable for researching and resolving member concerns and for relaying the resolution back to the caller promptly, professionally, and effectively.

• Successfully leverage contacts to facilitate issue resolution and interact appropriately with all parties involved.

• Obtain NYS Market Place Facilitated Enroller certification, also known as Certified Application Counselor (CAC), within the first year of employment.

⛳️ Requirements

• High school diploma or equivalent alongside customer service employment experience.

• Associate degree or completion of college courses is preferred.

• A minimum of 1 to 3 years of customer service experience and/or relevant office experience is required.

• Availability to work occasionally on Saturdays.

• Experience in roles where strict confidentiality is essential.

• Strong problem-solving abilities combined with effective oral and written communication skills.

• Possess strong interpersonal skills and demonstrate sound judgment.

• Ability to collaborate and work effectively in a team environment.

• Proven excellent customer service skills, including a strong sense of accountability and follow-through.

• Demonstrated proficiency in using Microsoft applications on a personal computer.

🏝️ Benefits

• Opportunities for career advancement and professional growth.

• A people-centric culture that embraces and celebrates diverse perspectives, backgrounds, and experiences within our team.

• Competitive compensation along with comprehensive benefits focused on employee well-being.

• An opportunity to influence the future of healthcare by joining a team recognized as a Best Place to Work For in the NY Capital District.