Outbound Call Center Representative

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

📋 Description

• Conduct an average of 50 outbound calls per hour utilizing an automatic dialer to provide, elaborate on, and arrange free in-home or virtual health evaluations.

• Adhere to over 20 authorized scripts and respond to member objections in a persuasive and courteous manner.

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

• Achieve department objectives, which include making 300–400 outbound calls daily, scheduling 25 appointments per day, maintaining attendance compliance, and meeting quality standards.

• Modify, reschedule, and cancel appointments with members and contracted providers as necessary.

• Track performance metrics, including appointments, call volume, handle time, and overall productivity.

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

• Engage in peer coaching sessions as required.

• Comply with HIPAA regulations and security and privacy protocols when managing protected health information.

• Report directly to a Member Engagement Manager.

⛳️ Requirements

• A High School Diploma or its equivalent is preferred.

• At least 1 year of call center experience is required, or a minimum of 2 years of general work experience is necessary.

• Previous experience in an outbound call center or a high-volume setting with a focus on metrics is preferred.

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

• A strong desire to thrive in a productive, results-oriented outbound call center environment is essential.

• Ability to effectively rebut objections while treating health plan members with professional respect.

• Excellent communication skills; friendly and approachable demeanor is crucial.

• Must be able to adhere to a consistent daily schedule, including designated start times, breaks, lunch periods, and end times.

• Proficient computer skills and the capability to navigate multiple systems simultaneously while making calls are necessary.

• Recommended home internet speed is 100 Mbps for downloads and 10 Mbps for uploads.

• Successful completion of a background check is required.

• Must provide personal workspace furniture and ensure a quiet working environment.

🏝️ Benefits

• Unlimited potential for bi-weekly commissions.

• Competitive benefits package.

• Paid time off (PTO) offered.

• Tuition reimbursement available.

• Medical insurance provided.

• Dental insurance included.

• Vision insurance offered.

• Bi-weekly payroll.

• Potential for monthly commission bonuses.

• 401(k) plan available.

• Employee stock purchase program offered.

• Employee discount programs accessible.

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

• Retirement savings options available.

• Wellness programs supported.

• Resources available for physical, emotional, and financial well-being.

• 10 days of mandatory paid training provided.