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Outbound Call Center Rep (Remote) ID-8003

At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.

 

As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

 

 

 

 

How will this role have an impact?

At Signify Health, we value and seek exceptional thinkers with the heart and humility to match. Join us on a mission to improve lives and make a lasting difference.

 

As part of the Signify Health’s Member Engagement team, 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, 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

 

We are looking for someone with:

  • 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

 

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

 

Work From Home Requirements:

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.

 

Conditions of Employment:

Successful completion of background check is required for this position.

 

 

 

 

Anticipated Weekly Hours

40

 

 

Time Type

Full time

 

 

Pay Range

The typical pay range for this role is:

 

$15.00 - $26.93

 

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls.  The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors.  
 

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

 

Great benefits for great people

 

We take pride in our comprehensive and competitive mix of pay and benefits – investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:

  • Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.

  • No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.

  • Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.

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