[Hiring] Outbound Call Center Rep @CVS Health

Role Description

This role involves contacting members of various Medicare Advantage and Medicaid health plans by phone to offer, explain, and schedule a free in-home or virtual healthcare evaluation.

• Make an average of 50 outbound calls per hour using an automatic dialer system
• Follow 20+ approved scripts and ensure members understand the terms
• Present a positive, professional, and high energy approach to clients and team members
• Meet daily goals set by the department (e.g., 300-400 outbound dials per day, 24 appointments set per day)
• Adjust, reschedule, and cancel appointments as requested
• Monitor performance results including appointments, calls, handle time, and productivity
• 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

Qualifications

• A High School Diploma or equivalent is preferred
• 1+ year call center experience OR 2+ years general work experience required
• Previous outbound call center or high volume experience 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
• Ability to adhere to a fixed daily schedule
• Strong computer skills and the ability to use multiple systems simultaneously

Requirements

• Successful completion of background check is required for this position
• To qualify, you must have verified and reliable internet service with 10MB upload/download ability available in your home
• The company will provide equipment (keyboard, monitor, computer, headset, etc.)
• All applicants must provide their own workspace furniture and ensure a quiet workspace

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