Call Center Outbound Specialist

1 month ago

Sandy, United States apree health Full time
Description

Outbound Campaign Specialist

apree health is hiring full-time Outbound Campaign Specialists to join our Customer Support team in our Sandy, UT office. We are looking for smart and motivated individuals with experience in the rapid-growth healthcare & technology industry. This job is vital to the success of our products, and it demands a relentless customer focus, strong teamwork capabilities, and a keen interest in the intricacies of technology products.

Monday - Friday, days (Must be based in Sandy, UT) Must be able to start on Sept. 9th 2024 and be present for all training for the following six weeks.

Training is fully paid and benefits start on day one. Only candidates available to work Monday through Friday between 5:45 AM - 7:00 PM MST will be considered. Shifts will be assigned after training. Must successfully complete training with 100% attendance. apree health is on a mission to build the first integrated health network that combines data-driven personalization, a coordinated care model, and aligned incentives to unlock value and make life better for those we serve. Our health navigation platform connects with hundreds of health vendors, benefits resources, and plan designs, giving rise to the world's first comprehensive app for all health needs.

apree health is searching for talented and experienced call center professionals to join our team as a full time Outbound Campaign Specialist in our Sandy, UT office. In this role, you will be responsible for completing calls to a curated list of health insurance members with the main objective to motivate them to engage more proactively in their healthcare. We are looking for smart and motivated individuals with experience or demonstrated skills in the rapid-growth healthcare technology setting. This job is vital to the success of our products and it demands a relentless customer focus, strong teamwork capabilities, and a keen interest in assisting our members.

Responsibilities:
  • Represent apree health, our clients and partners to internal and external customers with World Class Service
  • Conduct Outbound Business to Consumer (B2C) calls in a health care setting.
  • Utilize enthusiastic and inspirational techniques where the objective is to motivate the member to act upon known discrepancies in their care
  • The Specialist will be responsible for navigating the member through their medical health benefits
  • The Specialist will possess the personal resilience to work in this environment where the members contacted will not always be receptive to the reason for calling
  • Take ownership of resolving customer service and healthcare navigation issues from start to finish; going above and beyond to accommodate our customers' employees within the boundaries of our established guidelines
  • Accurately and completely interpret and explain insurance documents such as Explanation of Benefits (EOB), Medical Billing and work on the employee's behalf to facilitate understanding or correction of any discrepancies
  • Schedule appointments with physician office staff on behalf of the member
  • Recommend & educate members on next best actions, benefit programs, services or preventive care activities
  • Anticipate the need and locate resources for the removal of barriers to care for the employees of our customers whenever possible
  • Document interaction details in Salesforce CRM system
  • Ability to work with 3rd party business partners as an advocate for the employees of our customers and stay within the designated scope of responsibilities
  • Exhibit a high level of familiarity with our applications and their functionality
  • Provide navigation and interpretation of insurance details to employees of High Touch customers including but not limited to: coordination of benefits, new or changing health benefit plans, steerage to appropriate level of care, connecting to high quality, in-network providers and applicable facilities
  • Ability to work with 3rd party business partners as an advocate for the employees of our customers and stay within the designated scope of responsibilities
  • Adhere to all applicable HIPAA, and other privacy guidelines and applicable laws
  • Meet the goals established for the position in the areas of: call quota, attendance and other performance criteria
  • Respond to customer service requests within established SLA's via email, phone, live chat, etc.
  • Other related duties as assigned
  • Willingness to work weekends/evenings and occasional overtime, although this is rare. Typical schedule is Monday through Friday and covers shifts starting as early as 5:45am MST and the last shift ends at 7pm MST.
  • Bachelor's degree preferred in a relevant field or equivalent work experience.
  • Previous experience preferred in the following areas: healthcare contact center, health care provider, health care billing, wellness, and/or other health care setting
  • Relevant outbound calling experience in telemarketing or telesales
  • Experience in a healthcare or insurance customer service position is a plus
  • Proven customer service skills, professional work ethic and a desire to grow within the wellness profession
  • Laser-focused customer attention and dedication to rapid problem solving and thoughtful responses
  • Detail-oriented with a strong focus on accuracy and adherence to compliance regulations.
  • Impressive organizational skills and attention to detail
  • Adept at juggling multiple tasks and customer support requests at the same time
  • Able to work both independently and as a member of the team
  • Strong communication skills, both verbal and written
  • Familiarity with online google suite application tools; Salesforce Service Cloud is a plus
  • Experience with assisting customers utilizing mobile digital applications
  • High tolerance for changing fast-paced environment and ability to adapt
  • Positive, friendly, and professional demeanor with customers
  • Must be able to work 40 hours per week
  • Spanish speaker a plus
  • Limited travel, between 0% and 10%


Compensation: $20-$26.50/hr. & bonus eligible (national average, premium markets may vary)

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