Customer Care Representative

Role & 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 candidate profile

A High School Diploma or equivalent is preferred

2+ 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