[Hiring] Bilingual Spanish - Member Engagement Coordinator @Teleperformance

Role Description

As a Member Engagement Coordinator (MEC) at Senture, you’ll be part of a mission-driven team focused on improving access to care for members. This position centers around making high-volume outbound calls to engage members, selling the benefits of a free in-home or virtual health evaluation, and scheduling appointments with licensed providers. You’ll use scripts and an auto-dialer to communicate clearly, answer questions, and professionally overcome objections while using rebuttals. The role requires someone who is personable, goal-oriented, and comfortable in a fast-paced call center environment where productivity and quality standards are key. This position is fully remote, work from home.

• 2 weeks of paid, mandatory training: 100% attendance required.
• All equipment provided.
• Call center hours: Monday-Friday, 8 AM-8 PM EST; Saturday-Sunday, 9 AM-5:30 PM EST.
• Competitive benefits, PTO, growth, and development opportunities.
• Pay Rate: Base of $13.50 per hour, with scheduled raises up to $15 per hour after two years.
• Top performers can earn up to $1045.00 in incentives. Top ten MECs will also qualify for an additional $250.

Qualifications

• High School Diploma or equivalent.
• Fluent in Spanish (read, write, and conversation).
• Desire to work in a results-driven outbound call center environment.
• Strong sales aptitude with a focus on earning monthly incentives.
• Motivated to achieve productivity goals with a strong work ethic.
• Excellent communication skills, friendly, and conversational with members.
• Ability to follow a fixed daily schedule, comply with feedback, and maintain confidentiality.
• Proficiency in using multiple computer systems simultaneously.
• Previous experience in high-volume (back-to-back) call centers and with auto-dialers is highly desirable.
• Authorized to work in the United States.
• Successful completion of pre-hire testing, background check, and drug screening.
• If hired, provide two valid, in-date IDs and proof of education during onboarding process.

Requirements

• Reliable, cabled internet service: 20mbps upload, 5mbps download, latency at or below 100 ms.
• Satellite, cellular, hot spot, or wifi connection is not acceptable on any program.
• Quiet and secure workspace free of distractions. Employees must provide their own workspace furniture.
• Accountability for work schedules and compliance with security standards.

Responsibilities

• Make an average of 50 outbound calls per hour using an automated dialer system to offer, explain, and schedule free in-home or virtual health evaluations with licensed providers. Approximately 85% outbound and 15% inbound calls.
• Utilize pre-approved scripts to ensure consistent and accurate communication with members.
• Overcome objections using effective rebuttals to help members prioritize their health.
• Utilize multiple systems to schedule providers for in-home or virtual evaluations.
• Adjust, reschedule, or cancel appointments as requested.
• Meet daily performance metrics including appointments, calls, handle time, and productivity.
• Be available to complete overtime when required based on business needs.
• Participate in peer side-by-side coaching as needed.
• Follow HIPAA guidelines to protect member privacy. Report member complaints to supervisors immediately.