Introduction to Signify Health
At Signify Health, we are on a mission to revolutionize the healthcare system by transforming the home into the healthcare hub. We believe in coordinating care holistically across individuals' clinical, social, and behavioral needs, enabling them to 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 approach leads to better outcomes and a better experience for everyone involved. Our high-performance networks are powered by more than 9,000 mobile doctors and nurses covering every county in the U.S., 3,500 healthcare providers and facilities in value-based arrangements, and hundreds of community-based organizations.
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 be responsible for contacting members of various Medicare Advantage and Medicaid health plans by phone to offer, explain, and schedule free in-home or virtual healthcare evaluations. This is an exceptional opportunity for individuals who are passionate about delivering exceptional customer service, working in a fast-paced environment, and making a lasting difference in the lives of others.
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.
- 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 call center environment.
- Knowledge of Medicare Advantage and Medicaid health plans.
- Previous experience with customer relationship management (CRM) software or similar technology.
- Certifications or training in customer service, sales, or a related field.
Skills and Competencies
- Communication Skills: Excellent verbal and written communication skills, with the ability to effectively communicate with members, providers, and team members.
- Customer Service Skills: Proven ability to deliver exceptional customer service, responding to member inquiries and concerns in a professional and courteous manner.
- Technical Skills: Proficiency in using computer systems, software, and technology, including CRM software, auto-dialer systems, and reporting tools.
- Time Management and Organization: Ability to prioritize tasks, manage time effectively, and meet productivity and quality targets in a fast-paced environment.
- Adaptability and Flexibility: Willingness to adapt to changing circumstances, priorities, and deadlines, with a flexible approach to work schedules and tasks.
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 access to comprehensive training programs, ongoing coaching and feedback, and opportunities for career advancement within the company. You will be part of a dynamic and supportive team, with a culture that values innovation, collaboration, and excellence.
Work Environment and Company Culture
Our company culture is built on a foundation of respect, empathy, and inclusivity. We believe in creating a work environment that is supportive, collaborative, and empowering, where team members can thrive and grow. As a remote worker, you will be part of a virtual team, with regular communication and feedback from your manager and colleagues. We offer a range of benefits and perks, including flexible working hours, remote work options, and a comprehensive rewards package.
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 and other perks.
Conclusion
If you are a motivated and results-driven individual, with a passion for delivering exceptional customer service and making a difference in the lives of others, 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 and supportive team, with a culture that values innovation, collaboration, and excellence. Don't miss this chance to join our team and take your career to the next level. Apply today!
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