[Hiring] Call Center Outbound Scheduling Coordinator @SOAP Health

Role Description

This role will report to a Member Engagement Manager.

• Handle a high volume (average 300-400 daily) of outbound calls placed by the telephony system to Medicare Advantage and Medicaid health plan members to offer, explain, and schedule a free in-home health evaluation.
• Follow approved scripts when discussing health evaluations with members, ensuring members understand and are comfortable with the terms of the evaluation.
• Utilize 20+ regulated scripts approved by both clients & Signify.
• Present a positive and professional face to clients, health plan members, and the workforce.
• Meet daily goals set by the department (i.e., number of calls per day, appointments set per day, shift and attendance policy adherence, quality targets, etc.) in an office or remote environment.
• Leverage company systems to schedule providers to conduct in-home or virtual health evaluations; schedule providers presented by the system within the assigned geographic area.
• Adjust and reschedule appointments with both members and contracted providers, if requested; ensure cancellations and reschedules are recorded accurately and communicated to the appropriate parties internally.
• Return voicemail messages from members and work manual outbound calling list as required.
• Support requested overtime to meet unexpected high volume requirements.
• Report member complaints immediately to Member Engagement Managers.
• Follow departmental procedures when communicating with members.
• Act as a subject matter expert for peer side-by-side coaching.
• Assist with training fellow employees as needed.
• Accept constructive feedback and respond appropriately.
• Be responsible for the security and privacy of any protected health information accessed during normal work activities.

Qualifications

• A High School Diploma or equivalent is preferred.
• A desire to work in an efficient, results-oriented call center environment.
• Ability to work autonomously while adhering to department set schedule.
• A strong sales aptitude, with the ability to earn $4,000+ per month in salary and uncapped commissions.
• A strong work ethic, highly motivated to achieve sales and productivity goals.
• Good communication skills, friendly and conversational with members.
• Discretion, ability to maintain confidentiality.
• A willingness to comply with a fixed daily schedule, including start, break, lunch, and end times.
• An ability to take direction and positively receive feedback.
• Eagerness to learn and grow professionally.
• Previous call center experience is highly desirable.
• Respond well to coaching.
• Authorization to work in the United States.
• Solid PC and accurate data entry skills, experience with MS Office.

Requirements

• Must have verified internet service with 10MB upload/download ability.
• The company will provide equipment (keyboard, monitor, computer, etc.).
• All applicants must provide their own workspace furniture.
• Be available, accessible, and accountable to work during established work schedules and shifts.
• Follow technical support processes, comply with organizational security and compliance standards, training, performance management, recurring management routines, manual and automated remote monitoring policies, etc.
• New hires will be required to successfully complete a 3-week training, where attendance is essential for success.