Outbound Call Center Rep
| Company | CVS Health |
|---|---|
| Location | Kansas, USA, Iowa, USA, Wyoming, USA, Texas, USA, Florida, USA, Tennessee, USA, Arkansas, USA, Northeastern United States, USA, Wisconsin, USA, Oklahoma, USA, Louisiana, USA, Alabama, USA |
| Salary | $15 – $26.93 |
| Type | Full-Time |
| Degrees | |
| Experience Level | Entry Level/New Grad, Junior |
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
Responsibilities
- 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
Preferred Qualifications
- Previous outbound call center or high volume experience working in a metrics driven environment, with an auto dialer, and/or using scripts is preferred