Operations Associate – Call Center
Latchel
Call Center Representative
Activate Care
full-time
Posted on:
Location Type: Remote
Location: Remote • Massachusetts • 🇺🇸 United States
Visit company websiteJob Level
Junior
About the role
- Make high-volume outbound calls to CareSource members to complete Health Needs Assessments (HNAs).
- Guide members through structured questions about their health and well-being.
- Listen actively, provide clear explanations, and build trust with members during calls.
- Document all responses accurately and efficiently in designated systems.
- Meet daily and weekly performance goals for call volume and assessment completion.
- Maintain confidentiality and comply with HIPAA and company privacy standards.
- Escalate urgent member concerns to supervisors or clinical teams when needed.
- Collaborate with team members and supervisors to improve call quality and completion rates.
- Maintain effective communication and a constructive work environment with team members.
- Comply with organizational policies, privacy regulations, and documentation standards.
- Other duties as assigned.
Requirements
- High school diploma or equivalent *required*; college coursework is* preferred.
- Minimum of 1–2 years of experience in customer service, call center, healthcare support, or related field.
- Strong verbal communication and active listening skills.
- Typing proficiency (40+ WPM preferred) and comfort navigating multiple systems/screens.
- Proficiency in Microsoft Office or Google Suite and experience with CRM, call center, or healthcare systems highly desired
- High-speed internet and a private, distraction-free workspace for remote work.
- Ability to stay positive and motivated in a fast-paced, performance-driven environment.
- Ability to conduct independent assessments and escalate concerns appropriately.
- Strong organizational, communication, and interpersonal skills.
- Comfortable with technology and remote collaboration platforms.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
health needs assessmentstyping proficiencyCRM systemscall center systemshealthcare systemsMicrosoft OfficeGoogle Suite
Soft skills
active listeningverbal communicationorganizational skillsinterpersonal skillsmotivationindependent assessmentscollaboration
Certifications
high school diploma
