Outbound Call Center Representative

Summary

Join Signify Health's Member Engagement team as a call center representative, contacting Medicare and Medicaid members to schedule free in-home or virtual health evaluations. You will make outbound calls using an auto-dialer, following provided scripts, and meeting daily goals for appointments scheduled. The role requires strong communication and computer skills, along with the ability to work in a fast-paced, metrics-driven environment. A competitive hourly rate with unlimited commission potential is offered, along with benefits including PTO, tuition reimbursement, and more. Successful candidates will have call center experience or general work experience and must pass a background check. Remote work options are available with reliable internet access.

Requirements

• 1+ year call center experience OR 2+ years general work experience required
• 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

• Starting hourly rate $15.00, with unlimited monthly commission potential
• 3 weeks of required paid training (Monday-Friday, 8AM-4:30PM)
• 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