Bilingual Outbound Call Center Representative

Summary

Join Signify Health's Member Engagement team as a Bilingual (English/Spanish) Member Engagement Representative! You will make outbound calls to Medicare and Medicaid members, offering and scheduling free in-home or virtual health evaluations. This role requires meeting daily goals for calls, appointments, and quality metrics. The starting hourly rate is $15.00 with unlimited commission potential. Two weeks of paid training are required. Competitive benefits, PTO, and tuition reimbursement are offered. The position requires 1+ year of call center experience or 2+ years of general work experience. A successful background check is required.

Requirements

• 1+ year call center experience OR 2+ years general work experience required
• Proficiency in the English language
• 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
• Successful completion of background check is required for this position

Responsibilities

• Make an average of 50 outbound calls per hour placed by an automatic dialer system to offer, explain, and schedule a free in-home or virtual health evaluation 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 (i.e., 300-400 outbound dials per day, 24 appointments set per day, shift and attendance policy adherence, quality targets, etc.) in an office or remote environment
• 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

Preferred Qualifications

• A High School Diploma or equivalent is preferred
• 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

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
• 2 weeks of required paid training (Monday-Friday, 8AM-4:30PM CST)