Outbound Call Center Representative

This is a fully remote position, open to applicants in Idaho, +3 more states.

📋 Description

• Reach out to members of Medicare Advantage and Medicaid health plans via phone

• Provide, clarify, and arrange complimentary in-home or virtual healthcare assessments

• Conduct an average of 50 outbound calls per hour utilizing an automatic dialing system

• Adhere to over 20 approved scripts and respond effectively to objections

• Achieve departmental targets for productivity, quality, customer service, appointments, dialing, shifts, and attendance

• Modify, reschedule, and cancel appointments with members and contracted providers

• Track appointments, calls, handle time, and productivity using designated reporting systems

• Immediately escalate member complaints and issues to Member Engagement Managers

• Engage in peer coaching sessions as required

• Comply with HIPAA and security and privacy regulations while managing protected health information

• Report directly to a Member Engagement Manager

⛳️ Requirements

• High School Diploma or equivalent is preferred

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

• Prior experience in an outbound call center or high-volume setting in a metrics-driven environment is preferred

• Familiarity with an auto dialer and/or scripted communications is advantageous

• A strong desire to thrive in a fast-paced, results-oriented outbound call center environment

• Ability to provide persuasive rebuttals while maintaining professional courtesy towards health plan members

• Excellent communication skills; friendly and conversational approach

• Capacity to adhere to a fixed daily schedule, including start times, breaks, lunches, and end times

• Proficient computer skills

• Capability to use multiple systems at once while making calls

• Reliable home internet service

• Minimum download speed of 100 Mbps

• Minimum upload speed of 10 Mbps

• Latency/ping of less than 60 ms

• Must have personal workspace furniture and maintain a quiet work environment

• Successful completion of a background check is required

• Must reside within the Continental United States

🏝️ Benefits

• Starting hourly rate of $15.00

• Unlimited bi-weekly commission potential

• 10 days of paid training

• Competitive benefits package

• Paid Time Off (PTO)

• Tuition reimbursement

• Medical, dental, and vision insurance plans

• Bi-weekly pay schedule

• Opportunities for monthly commission bonuses

• 401K retirement plan

• Employee stock purchase program

• Employee discount programs

• Company-provided equipment (keyboard, monitor, computer, headset, etc.)

• Paid time off benefits

• Retirement savings options

• Wellness programs

• Additional resources supporting physical, emotional, and financial well-being