You will work diligently to meet department productivity, quality, and customer service goalsThis role will report to a Member Engagement ManagerMake 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 providerFollow 20+ approved scripts, ensure members understand and are comfortable with the terms, and respond to rebuttals persuasively and with professional courtesyPresent a positive, professional, and high energy approach to clients, health plan members, and team membersMeet 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 environmentAdjust, reschedule, and cancel appointments with both members and contracted providers, as requestedMonitor performance results including appointments, calls, handle time, and productivity using designated reporting systemsReport member complaints and escalations immediately to Member Engagement ManagersParticipate in peer side-by-side coaching as neededFollow HIPAA and other security and privacy guidelines when handling protected health information accessed during normal work activities (Temp Position)

Addressed customers courteously using suitable methods and problem-solving skills.Utilized automated systems to log and retrieve call information.Maintained logs and documentation to detail key information regarding incoming and outgoing calls.

Demonstrated mastery of customer service call script within specied timeframes.Improved call center functionality and service capacity by promptly resolving customer complaints.Fullled requests by clarifying desired information, completing transactions and forwarding requests.Navigated multiple computer systems and applications and utilized search tools to nd information.

Adapted to and remained exible in changing, fast-paced work environment.Developed and maintained strong customer relationships and networks within designated sales territory.