Outbound Call Center Representative

5 days ago

Deerfield Beach, Florida, United States Signify Health Full time
About the Role

We are seeking a highly motivated and results-driven Outbound Call Center Representative to join our Member Engagement team at Signify Health. As a key member of our team, you will play a critical role in contacting Medicare Advantage and Medicaid health plan members by phone to offer, explain, and schedule free in-home or virtual healthcare evaluations.

Key Responsibilities
  • Make an average of 50 outbound calls per hour to offer, explain, and schedule free in-home or virtual health evaluations with a provider.
  • Follow 20+ approved scripts, ensure members understand and are comfortable with the terms, and respond to rebuttals persuasively and with professional courtesy.
  • Present a positive, professional, and high-energy approach to clients, health plan members, and team members.
  • Meet daily goals set by the department, including 300-400 outbound dials per day, 24 appointments set per day, shift and attendance policy adherence, quality targets, etc.
  • Adjust, reschedule, and cancel appointments with both members and contracted providers, as requested.
  • Monitor performance results, including appointments, calls, handle time, and productivity using designated reporting systems.
  • Report member complaints and escalations immediately to Member Engagement Managers.
  • Participate in peer side-by-side coaching as needed.
  • Follow HIPAA and other security and privacy guidelines when handling protected health information accessed during normal work activities.
Requirements
  • A High School Diploma or equivalent is preferred.
  • 1+ year call center experience OR 2+ years general work experience required.
  • Previous outbound call center or high-volume experience working in a metrics-driven environment, with an auto dialer, and/or using scripts is preferred.
  • A desire to work in an efficient, results-oriented outbound call center environment.
  • Persuasive with the ability to rebuttal while treating all health plan members with professional courtesy.
  • Good communication skills, friendly and conversational.
  • Ability to adhere to a fixed daily schedule, including start, breaks, lunch, and end times.
  • Strong computer skills and the ability to use multiple systems at the same time, while making calls.
Benefits
  • Medical, Dental, and Vision plans, Insurance starts the 1st of each month after the start date.
  • Bi-weekly pay with monthly commission bonus potential.
  • 401K, employee stock purchase program, and tuition reimbursement.
  • Employee discount programs.
Work From Home Requirements

To qualify, you must have verified and reliable internet service with 10MB upload/download ability available in your home. The company will provide equipment (keyboard, monitor, computer, headset, etc.). All applicants must provide their own workspace furniture and ensure a quiet workspace.

Conditions of Employment
  • Successful completion of background check is required for this position.

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