Outbound Call Center Representative
CVS Health
full-time
Posted on:
Location Type: Remote
Location: Alabama • Oklahoma • United States
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Salary
💰 $15 - $27 per hour
Job Level
About the role
- 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
Requirements
- 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
call center experienceoutbound callingauto dialerscript adherencemetrics driven environmentappointment schedulingperformance monitoringHIPAA complianceproductivity tracking
Soft skills
persuasive communicationprofessional courtesyfriendly demeanorconversational skillsresults-orientedadaptabilityteam collaborationcoaching participationtime management
Certifications
High School Diploma or equivalent