[Hiring] Outbound Call Center Representative @CVS Health

Role Description

At Signify Health, as a Member Engagement Coordinator, you will contact members of various Medicare Advantage and Medicaid health plans by phone to offer, explain, and schedule a free in-home or virtual healthcare evaluation. You will work diligently to meet department productivity, quality, and customer service goals.

This role will report to a Member Engagement Manager.

What will you do?

• 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, 25 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.

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 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.
• 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.

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.