Outbound Call Center Representative

Summary

Join Signify Health's Member Engagement team and make a lasting difference by contacting Medicare and Medicaid members to schedule free in-home or virtual healthcare evaluations. You will make outbound calls, follow approved scripts, and meet daily goals for appointments and calls. This role requires call center experience and strong communication skills. Competitive benefits, PTO, tuition reimbursement, and a starting hourly rate of $15.00 with unlimited commission potential are offered. The company provides equipment for remote work, but employees must provide their own workspace. A background check is required.

Requirements

• 1+ year call center experience OR 2+ years general work experience required
• 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
• Proficiency in the English language
• Successful completion of background check is required for this position
• You will be required to provide up to 5 full years of employment history

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

Benefits

• Starting hourly rate $15.00, with unlimited monthly commission potential
• 10 days of required paid training (Monday-Friday, 8AM-4:30PM CST)
• Competitive benefits, PTO, tuition reimbursement, and more!
• 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