Outbound Call Center Rep, CVS Health

Outbound Call Center Rep

CVS Health

Location:

United States, Oklahoma

Category:

Customer Service

Contract Type:

Employment contract

Salary:

15.00 - 24.23 USD / Hour

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Job Description:

As a Member Engagement Coordinator, you'll contact members of various Medicare Advantage and Medicaid health plans to offer, explain, and schedule free in-home or virtual healthcare evaluations. You'll work to meet productivity, quality, and service goals set by the department.

Job Responsibility:

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:

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
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
verified and reliable internet service with 10MB upload/download ability available in your home.

Nice to have:

Previous outbound call center or high volume experience using auto dialer and/or scripts
general work experience in a metrics-driven environment.

What we offer:

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
wellness screenings, tobacco cessation and weight management programs, confidential counseling, and financial coaching
paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access.

Additional Information:

Job Posted:

March 19, 2025

Expiration:

April 30, 2025

Employment Type:

Fulltime

Work Type:

Remote work

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