Outbound Call Center Representative

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

📋 Description

• Conduct an average of 50 outbound calls per hour utilizing an automatic dialer system to offer, explain, and schedule complimentary in-home or virtual health evaluations with a provider.

• Adhere to over 20 approved scripts, ensuring that members comprehend and are comfortable with the terms, while responding to objections with persuasive and professional courtesy.

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

• Achieve daily targets established by the department (e.g., 300-400 outbound calls daily, 25 appointments scheduled per day, adherence to shift and attendance policies, meeting quality standards, etc.) in both office and remote settings.

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

• Track performance metrics including appointments, calls, handle time, and productivity using designated reporting systems.

• Report member complaints and escalations promptly to Member Engagement Managers.

• Engage in peer side-by-side coaching 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.

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

• Prior experience in an outbound call center or high-volume environment, particularly in a metrics-driven setting with an auto dialer and/or scripted interactions, is preferred.

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

• Ability to persuade while addressing objections, treating all health plan members with utmost professional courtesy.

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

• Capability to adhere to a fixed daily schedule, including start times, breaks, lunch, and end times.

• Proficient computer skills and the ability to navigate multiple systems simultaneously while making calls.

🏝️ Benefits

• Medical, Dental, and Vision plans; insurance coverage begins on the 1st of the month following the start date.

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

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

• Employee discount programs.