Outbound Call Center Representative

CVS Health

Member Engagement Coordinator making outbound calls to schedule healthcare evaluations for Medicare Advantage and Medicaid health plans. Aiming for productivity and quality in customer service goals.

Posted 5/6/2026full-timeRemote • Alabama, Oklahoma, Texas • 🇺🇸 United StatesJunior💰 $15 - $27 per hourWebsite

About the role

Key responsibilities & impact

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, 25 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

What you’ll need

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

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

call center experienceoutbound callingmetrics driven environmentauto dialerscript adherenceappointment schedulingperformance monitoringHIPAA complianceproductivity tracking

Soft Skills

persuasive communicationprofessional courtesyfriendly demeanorconversational skillsresults-orientedadaptabilityteam collaborationcoaching participationtime management

Certifications

High School Diploma or equivalent