Contact Center Representative - Remote

Overview
Do you enjoy helping people? Do you have persuasive sales skills? Can you set goals and get results?
Contact Center Representative - Remote
We are hiring for our September 25th training class!
Training Hours: The first four weeks are Monday - Friday and 9:00 - 5:30 pm EST
and 8:00 am-4:30 pm CST
**Varied work shifts available
About Us:
Matrix Medical Network is a leading clinical services organization that supports the needs of diverse and vulnerable populations, working with millions of individuals across the country to assess and help them manage their health risks through our large network of clinicians. We support Medicare Advantage, Managed Medicaid and Commercial plans; serving populations of all ages, from seniors to other high-risk individuals.
Matrix colleagues understand the important role every department plays in helping the members and customers we serve have the best experience possible across all touchpoints. Join our team and help create innovative strategies and solutions to make quality healthcare more accessible!
Why Work at Matrix?

• The opportunity to work with one of the fastest growing companies in healthcare whose vision is to provide unparalleled quality and value to providers and members.
• A chance to work with great people on exciting projects.
• Our opportunities allow you to leverage your expertise and compassion, making a direct impact to the health and well-being of members.
• Competitive Compensation: Be rewarded for your effort and passion while making a difference in the community.

Responsibilities
About the Job:
At Matrix, you will have endless opportunities to positively impact the communities in which we work and to affect the lives of health plan members who we serve. Everything Matrix does starts with a successful phone call that encourages health plan members to accept our invitation to visit them and support their health needs in their home or via telehealth.

• Type: Full-Time
• Start Date: Monday, 9/25/2023 (Interview cut off date is 9/13/2023)
• Rate of Pay: $17.00/Hour, Bonus Incentives after training, $1.00 Bilingual Differential
• Location: Remote
• Training Hours: Training the first four weeks are Monday - Friday and 9:00 - 5:30 pm EST and 8:00 am - 4:30 pm CST
• Regular work shift hours after training are on: 9:30 - 6:00 pm EST and 10:00-6:30 pm EST
• Must have a functioning router and ethernet cord to be hardwire connected to meet Work From Home Requirements. Required in place of residence where you will be working from (we provide the equipment you will require)
• This is a high sales focused type position

Benefits Offered to include: Medical, Dental, Vision, paid time off, paid holidays, 401K with company matching, voluntary life insurance, short term disability, long term disability, employee assistance program, health saving account, flexible spending accounts, and additional voluntary benefits.
POSITION SUMMARY:
The Member Relations Representative (MRR) makes outbound calls to health plan members to coordinate and schedule in-home and telehealth clinical health assessments (CHAs). This position is responsible to ensure responses to member inquiries are completed on a timely basis to achieve service and quality standards.
Responsibilities:

• Successfully complete MRR new hire training and nesting to include attendance and full participation in all classes and nesting for the first four weeks of employment
• Make outbound calls to health plan members to coordinate and schedule in-home and telehealth CHAs
• Follow standard policies/practices and works to meet or exceed departmental scheduling Key Performance Goals (Attendance, ACW, Utilization, Schedule Adherence, Assessments scheduled per hour, Call Quality, etc.).
• Explain the benefits of health risk assessments and overcome objections
• Accurately and concisely, document customer feedback and special needs indicated during each call in computer based system.
• Identify and address the member's concerns and anticipates future needs by providing additional information, as needed.
• Perform other duties as assigned

Qualifications
Must Haves:

• Experience in a metrics driven environment, Key performance goals (Attendance, ACW, Utilization, Schedule Adherence, Assessments scheduled per hour, Call Quality, etc.).
• Proficiency in Microsoft Office applications including Outlook
• Strong typing and computer navigation skills
• Capacity to multi-task, including use of multiple computer applications and monitors simultaneously
• Demonstrated ability to explain/educate on the benefits of a service or program and overcome objections to participation
• Adaptable with the ability to thrive in a fast paced environment
• Excellent verbal and written communication skills, with good command of the English language, and strong interpersonal skills. Must be comfortable speaking with Medicare beneficiaries by phone.
• Ability to think independently and make decisions, while adhering to company standards and guidelines
• Ability to work independently, while being a productive member of the team

Required Experience/Skills and Abilities

• 1 plus years recent consecutive call center experience preferred
• Experience in a metrics driven environment, Key performance goals (Attendance, ACW, Utilization, Schedule Adherence, Assessments scheduled per hour, Call Quality, etc.).
• High volume Outbound call center experience
• 1 plus years recent sales experience required
• Engaging and persuasive verbal sales skills
• Bilingual in Spanish a plus
• Stable work history

Attributes for success:

• Ability to connect with people
• Sales driven
• Unquestionable integrity
• Great teammate with strong sense of ownership and accountability
• Timely, effective problem solver
• Adaptable in a fast-paced, dynamic environment
• Self-starter and resourceful
• Drive for excellence and high-quality results
• Accountable
• Able to follow instruction
• Computer Savvy

Work from Home Requirements:

• Required to have a dedicated work area established that is separated from other living areas and provides information privacy
• Must have a functioning router and Ethernet cord to be hardwire connected to meet Work From Home Requirements in place of residence where you will be working from
• Required to have computer set-up within 15 ft. of router to be hardwired connected. Matrix provides 15ft Ethernet cord.
• Required Internet speed and broadband connection of 20 mbps download and 5 mbps upload for single household user. Two household users require a minimum download of 40 mbps and minimum upload speed of 10 mbps. Three or more household users require a minimum download speed of 60 mbps and minimum upload speed of 15 mbps.
• Adhere to Matrix Medical Network's Telecommuting Policy

Educational Requirements:

• High School Diploma, GED, OR equivalent years of work experience

Supervisory Responsibility:

• None

Travel Requirements:

• None

Work Conditions:

• General office environment.

Physical and Psychological demands:

• Requires prolonged sitting
• Requires bending, stooping, twisting, kneeling, crouching, drawling and/or stretching from seated or standing positions
• Requires eye-hand coordination and manual dexterity sufficient to operate medical equipment, keyboard, telephone, copier, calculator and other office equipment
• Requires close vision, peripheral vision, and ability to adjust visual focus, hearing and smelling
• Requires flexibility to readily adapt to a changing and growing environment
• Requires normal range of hearing and vision to record, prepare and communicate appropriate information via telephone or computer.
• Requires moderate to intense concentration due to complexity of the job

Our Culture:

• We have a clear vision of where we are going, and we are guided by core values that embody our organization and our culture.
• We emphasizes innovation and growth, and you will be given the opportunities and tools to develop personally and professionally.
• We encourage and celebrate collaboration.
• We have a deep commitment to positively impact the communities in which we work and to make a difference in the lives of who we serve.

Matrix Medical Network is an Equal Employment Opportunity Employer. It is the policy of Matrix to provide equal employment opportunities without regard to race, color, religion, sex, gender identity or expression, pregnancy, age, national origin, age, disability, marital status, veteran status, sexual orientation, genetic information or any other protected characteristic under applicable law. It is also the policy of Matrix that qualified individuals with disabilities receive equal opportunity in regard to job application procedures, hiring, and all aspects of the employment process. Matrix is committed to the full inclusion of all qualified individuals. Consistent with the Americans with Disabilities Act (ADA) and applicable state and local laws, it is the policy of Matrix to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. If reasonable accommodation is needed to participate in the job application or interview process, pre-employment testing, to otherwise participate in the selection process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact MatrixHR@matrixhealth.net.
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