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Outbound Customer Engagement Specialist
2 months ago
Join our team as an Outbound Customer Engagement Specialist, where you will play a crucial role in enhancing the healthcare experience for our members.
Compensation:
- Starting hourly wage of $15.00, with unlimited potential for monthly commissions.
- 10 days of mandatory paid training (Monday-Friday, 8AM-4:30PM).
- Our call center operates from Monday to Sunday, 7AM - 9PM; your specific shift will be assigned upon hiring.
- We offer competitive benefits, paid time off, tuition reimbursement, and more.
At Signify Health, we are dedicated to finding exceptional individuals who possess both intellect and empathy. Join us in our mission to improve lives and create a meaningful impact in the healthcare sector.
As a member of the Member Engagement team, your primary responsibility will be to reach out to members of various Medicare Advantage and Medicaid health plans via phone to provide information, explain services, and schedule complimentary in-home or virtual healthcare evaluations. You will strive to achieve departmental goals related to productivity, quality, and customer service.
This position reports to a Member Engagement Manager.
Key Responsibilities:
- Conduct an average of 50 outbound calls per hour using an automated dialing system to offer, explain, and arrange free in-home or virtual health evaluations with healthcare providers.
- Utilize over 20 approved scripts to ensure members comprehend the terms and respond to objections with professionalism and courtesy.
- Maintain a positive, professional, and energetic demeanor when 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 metrics, whether in an office or remote setting.
- Manage appointment adjustments, rescheduling, and cancellations as requested by members and providers.
- Track performance metrics such as appointments, call volume, handling time, and productivity using 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 privacy regulations when handling protected health information.
- High School Diploma or equivalent preferred.
- Minimum of 1 year of call center experience or 2 years of general work experience required.
- Preferred experience in outbound call centers or high-volume environments, particularly with automated dialing systems and scripted interactions.
- A strong desire to thrive in a results-driven outbound call center atmosphere.
- Excellent persuasive skills with the ability to address objections while treating all health plan members with respect.
- Strong communication skills, friendly and conversational approach.
- Ability to follow a structured daily schedule, including start times, breaks, lunches, and end times.
- Proficient computer skills with the capability to navigate multiple systems simultaneously while making calls.
- Comprehensive Medical, Dental, and Vision plans, with insurance coverage starting on the first of the month following your start date.
- Bi-weekly pay with potential for monthly commission bonuses.
- 401K plan, employee stock purchase program, and tuition reimbursement.
- Access to employee discount programs.
To qualify for remote work, you must have reliable internet service with a minimum upload/download speed of 10MB available in your home.
The company will provide necessary equipment (keyboard, monitor, computer, headset, etc.), but applicants must supply their own workspace furniture and ensure a quiet working environment.
Employment Conditions:
- Successful completion of a background check is required for this position.
Signify Health is committed to reshaping the healthcare experience by transforming homes into healthcare hubs. We coordinate care across clinical, social, and behavioral needs, ensuring individuals can enjoy healthier lives at home. By fostering strong connections with primary care providers and community resources, we aim to close critical care and social gaps, ultimately improving outcomes for those who need assistance the most. Our extensive network comprises over 9,000 mobile healthcare professionals and thousands of providers, all working together to enhance care coordination for millions of individuals annually. To learn more about our initiatives and how we are making healthcare more effective, please visit our website.
