Introduction to Signify Health
Imagine being part of a team that is revolutionizing the healthcare system by transforming the home into the healthcare hub. At Signify Health, we are dedicated to improving lives and making a lasting difference. We coordinate care holistically across individuals' clinical, social, and behavioral needs, ensuring they can enjoy more healthy days at home. By building strong connections to primary care providers and community resources, we close critical care and social gaps, managing risk for individuals who need help the most. This leads to better outcomes and a better experience for everyone involved.
Job Overview
We are seeking an experienced and results-driven Outbound Call Center Representative to join our Member Engagement team. As a key member of our team, you will contact members of various Medicare Advantage and Medicaid health plans by phone to offer, explain, and schedule free in-home or virtual healthcare evaluations. Your primary goal will be to meet department productivity, quality, and customer service goals, working diligently to ensure exceptional service to our members.
Key Responsibilities
- Make an average of 50 outbound calls per hour using an automatic dialer system to offer, explain, and schedule free in-home or virtual health evaluations with a provider.
- Follow approved scripts, ensuring members understand and are comfortable with the terms, and respond to rebuttals persuasively and with professional courtesy.
- Presentation of a positive, professional, and high-energy approach to clients, health plan members, and team members.
- Meet daily goals set by the department, including outbound dials, appointments set, shift and attendance policy adherence, quality targets, and more, 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.
Essential Qualifications
- A High School Diploma or equivalent is preferred.
- 1+ year of call center experience OR 2+ years of 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.
- Proficiency in the English language.
Preferred Qualifications
- Experience working in a healthcare-related field or with Medicare Advantage and Medicaid health plans.
- Knowledge of HIPAA guidelines and regulations.
- Previous experience with customer relationship management (CRM) software or similar technology.
- Ability to work in a fast-paced environment and adapt to changing priorities.
Skills and Competencies
- Communication Skills: Ability to communicate effectively with members, providers, and team members.
- Problem-Solving Skills: Ability to resolve issues and address member concerns in a professional and courteous manner.
- Time Management Skills: Ability to manage time effectively, prioritize tasks, and meet productivity goals.
- Technical Skills: Ability to use multiple systems, including CRM software, auto-dialer systems, and reporting tools.
- Adaptability: Ability to adapt to changing priorities, scripts, and processes.
Career Growth Opportunities and Learning Benefits
At Signify Health, we are committed to the growth and development of our team members. As an Outbound Call Center Representative, you will have opportunities to develop your skills and knowledge in a fast-paced and dynamic environment. You will receive comprehensive training, including 3 weeks of paid training, to ensure your success in the role. Additionally, you will have access to ongoing coaching, mentoring, and professional development opportunities to help you achieve your career goals.
Work Environment and Company Culture
Our company culture is built on a foundation of respect, empathy, and inclusivity. We value diversity and promote a culture of belonging, where everyone feels valued and supported. As a remote team member, you will be part of a virtual team that is connected and collaborative, with regular opportunities for communication and feedback. We prioritize work-life balance and offer flexible scheduling to ensure that you can manage your work and personal responsibilities effectively.
Compensation, Perks, and Benefits
We offer a competitive salary and benefits package, including:
- Starting hourly rate of $15.00, with unlimited monthly commission potential.
- Comprehensive benefits package, including medical, dental, and vision plans.
- Bi-weekly pay with monthly commission bonus potential.
- 401K, employee stock purchase program, and tuition reimbursement.
- Employee discount programs.
Conclusion
If you are a motivated and results-driven individual who is passionate about delivering exceptional customer service, we encourage you to apply for this exciting opportunity. As an Outbound Call Center Representative at Signify Health, you will be part of a dynamic team that is dedicated to improving lives and making a lasting difference. Don't miss this chance to join our team and take your career to the next level. Apply now and become part of a company that is transforming the healthcare system and making a positive impact on the lives of others.
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