Outbound Member Engagement Coordinator - Part Time

This is for a part-time position! Start date: 4/25/2024

• Monday-Friday 5PM to 10PM EST / 4PM to 9PM CST
  
• 3 weeks of paid, mandatory training
• All equipment provided
• Monthly incentives!!

How will this role have an impact?

At Senture, 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 part of the Member Engagement team, you will contact members of various health plans by phone to offer, explain, and schedule a free in-home or virtual healthcare evaluation. In addition, you will adjust and reset appointments and schedules as required. You will strive to work diligently to meet department goals for productivity, quality, and customer service.

This role will report to a Member Engagement Supervisor.

What will you do?

• Handle a high volume (average 50 per hour) of outbound calls placed by an automatic dialer system to health plan members to offer, explain, and schedule a free in-home health evaluation.
• Follow approved scripts when discussing health evaluations with members, ensure members understand and are comfortable with the terms of the evaluation, and respond to rebuttals effectively, persuasively, and with professional courtesy.
• Must be able to utilize 20+ regulated scripts approved by both clients and program
• Present a positive, professional, and high energy approach to clients, health plan members, and the workforce while following departmental procedures.
• 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.
• Leverage various systems to schedule providers to conduct in-home or virtual health evaluations
• Adjust, reschedule, and cancel appointments with both members and contracted providers, if requested.
• Tracking personal results including appointments, calls, handle time, and productivity by using designated reporting systems.
• Act on available overtime, based on business needs.
• Report member complaints immediately to Member Engagement Supervisors.
• Act as a subject matter expert for peer side-by-side coaching as needed.
• Receive ongoing mentorship and accept constructive feedback while responding appropriately.
• Be responsible for the security and privacy of any protected health information accessed during normal work activities by following HIPAA guidelines.

We are looking for someone with:

• A High School Diploma or equivalent
• A desire to work in an efficient, results-oriented outbound call center environment.
• A strong sales aptitude, with the ability toearn monthly incentives!
• A strong work ethic, highly motivated to achieve sales and productivity goals.
• Good communication skills, friendly and conversational with members.
• Ability to abide by HIPAA guidelines and maintain confidentiality.
• A willingness to comply with a fixed daily schedule, including start, breaks, lunch, and end times.
• An ability to take direction and positively receive feedback.
• Eagerness to learn and grow professionally.
• Strong computer skills and the ability to use multiple systems at the same time, while answering calls.
• Previous experience in a high volume, metrics driven environment is highly desirable.
• Previous outbound call center experience is highly desirable.
• Previous script and auto-dialer experience is highly desirable.
• Authorization to work in the United States.

Work From Home Requirements:

• To qualify, you must have verified and reliable internet service with 20mpbs upload and 5 mbps download ability available in your home.
• The company will provide equipment (keyboard, monitor, computer, headset, etc.). All applicants must provide their own workspace furniture and ensure a quiet workspace.
• Be available, accessible, and accountable to work during established work schedules and shifts, follow technical support processes, comply with organizational security and compliance standards, training, performance management, recurring management routines, manual and automated remote monitoring policies, etc.

Conditions of Employment:

• Successful completion of prehire testing
• Successful completion of background check is required for this position.
• Must be able to provide two valid, in-date forms of ID
• Must be able to provide proof of education

New hires will be required to complete a paid 3-week remote training, where 100% attendance is required for success.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.