Outbound Customer Engagement Specialist

2 weeks ago

North Little Rock, Arkansas, United States Signify Health Full time
Position Overview

Starting hourly rate: $15.00, with unlimited commission opportunities.

Comprehensive training program lasting 3 weeks (Monday-Friday, 8AM-4:30PM).

Call center operational hours: Monday-Sunday, 7AM – 9PM; specific shifts will be assigned upon hiring.

Attractive benefits package, including PTO, tuition reimbursement, and more.

Role Impact

At Signify Health, we prioritize exceptional thinkers who embody compassion and humility. Join us in our mission to enhance lives and create a meaningful impact.

As a member of the Member Engagement team, your role will involve reaching out to members of various Medicare Advantage and Medicaid health plans via phone to provide, clarify, and arrange complimentary in-home or virtual healthcare assessments. You will strive to achieve departmental productivity, quality, and customer service objectives.

Key Responsibilities
  • Conduct an average of 50 outbound calls per hour using an automated dialing system to offer, clarify, and schedule complimentary health evaluations with healthcare providers.
  • Utilize over 20 approved scripts, ensuring members comprehend the terms and addressing any objections with professionalism.
  • Maintain a positive, professional demeanor while interacting with clients, health plan members, and colleagues.
  • Achieve daily targets set by the department, including outbound calls, appointments scheduled, adherence to attendance policies, and quality standards, whether in-office or remote.
  • Manage appointment adjustments, rescheduling, and cancellations as needed.
  • Track performance metrics such as appointments, call volume, handling time, and productivity through designated reporting tools.
  • Immediately report member complaints and escalations to Member Engagement Managers.
  • Engage in peer coaching sessions as necessary.
  • Adhere to HIPAA and other security and privacy regulations when handling protected health information.
Qualifications
  • High School Diploma or equivalent preferred.
  • Minimum of 1 year of call center experience or 2 years of general work experience required.
  • Previous experience in outbound call centers or high-volume environments, preferably with an auto dialer and/or scripted interactions.
  • A commitment to working in a results-driven outbound call center atmosphere.
  • Strong persuasive skills with the ability to address objections while treating all health plan members with respect.
  • Excellent communication skills, with a friendly and conversational approach.
  • Ability to adhere to a fixed daily schedule, including start times, breaks, and end times.
  • Proficient computer skills and capability to navigate multiple systems simultaneously while making calls.
Benefits
  • Medical, Dental, and Vision insurance, effective the first of the month following the start date.
  • Bi-weekly compensation with potential monthly commission bonuses.
  • 401K plan, employee stock purchase options, and tuition reimbursement.
  • Employee discount programs.
Remote Work Requirements

To qualify, candidates must have reliable internet service with a minimum upload/download speed of 10MB available at home.

The company will supply necessary equipment (keyboard, monitor, computer, headset, etc.). Applicants must provide their own workspace furniture and ensure a quiet working environment.

Employment Conditions
  • Successful completion of a background check is required for this position.
About Signify Health

Signify Health is dedicated to transforming the healthcare experience by making the home a central hub for care. We coordinate comprehensive care across clinical, social, and behavioral needs, enabling individuals to enjoy healthier lives at home. By fostering strong connections with primary care providers and community resources, we address critical care and social gaps while managing risk for those in need. This approach leads to improved outcomes and enhanced experiences for all involved.

Our extensive networks are supported by over 9,000 mobile healthcare professionals across the U.S., 3,500 healthcare providers in value-based arrangements, and numerous community organizations. Signify's innovative technology and decision-support services simplify care coordination for more than 1.5 million individuals annually, while assisting payers and providers in effectively implementing value-based care initiatives.

For more information on how we are driving outcomes and improving healthcare, please visit our website.

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