Outbound Call Center Rep

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time. Requisition Job Description We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.  Starting hourly rate $15.00, with unlimited bi-weekly commission potential.  10 days of required paid training (Monday-Friday, 8AM-4:30PM CST).   Call center hours of operation are Monday-Sunday 7AM – 7PM; actual shift will be determined during training.    Competitive benefits, PTO, tuition reimbursement, and more!   How will this role have an impact?   At Signify Health, we value and seek exceptional thinkers with the heart and humility to match. Join us on a mission to improve lives and make a lasting difference.  As a Member Engagement Coordinator, you will contact members of various Medicare Advantage and Medicaid health plans by phone to offer, explain, and schedule a free in-home or virtual healthcare evaluation. You will work diligently to meet department productivity, quality, and customer service goals. This role will report to a Member Engagement Manager.  What will you do?   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  We are looking for someone with:   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