Outbound Call Center Representative

📋 Description

• Conduct an average of 50 outbound calls per hour using an automatic dialing system to offer, clarify, and arrange a complimentary in-home or virtual health evaluation with a provider.

• Adhere to over 20 approved scripts, ensuring that members comprehend and feel at ease with the terms, while responding to objections persuasively and courteously.

• Maintain a positive, professional demeanor and high energy when interacting with clients, health plan members, and team colleagues.

• Achieve daily objectives established by the department (e.g., 300-400 outbound calls daily, 24 appointments scheduled each day, compliance with shift and attendance policies, quality targets, etc.) in either an office or remote setting.

• Modify, reschedule, and cancel appointments for both members and contracted providers as requested.

• Track performance metrics such as appointments, calls, handling time, and productivity using the designated reporting systems.

• Immediately report member complaints and escalations to Member Engagement Managers.

• Engage in peer-to-peer coaching sessions as necessary.

• Comply with HIPAA and other security and privacy regulations when managing protected health information encountered during standard work activities.

⛳️ Requirements

• A High School Diploma or equivalent is preferred.

• Minimum of 1 year of call center experience OR 2+ years of general work experience is required.

• Previous experience in an outbound call center or a high-volume setting within a metrics-driven environment, utilizing an auto dialer and/or scripts is preferred.

• A strong desire to thrive in an efficient, results-oriented outbound call center atmosphere.

• Persuasive skills with the capacity to address rebuttals while treating all health plan members with professional courtesy.

• Excellent communication skills, with a friendly and conversational approach.

• Ability to stick to a fixed daily schedule, including start times, breaks, lunch, and end times.

• Strong computer proficiency and the capability to operate multiple systems simultaneously while making calls.

🏝️ Benefits

• Medical, Dental, and Vision insurance options.

• Insurance coverage begins on the 1st of the month following the start date.

• Bi-weekly pay with the potential for monthly commission bonuses.

• 401K plan, employee stock purchase program, and tuition reimbursement.

• Employee discount programs.