GuideWell
TASKS
- Actively outreach and engage with members to assist with appointment scheduling, cancellations, and reschedules through all communication platforms (Telephonic, Texting, Email, and Chat).
- Educate and motivate members by possessing a strong understanding of and the ability to clearly communicate all PHC services, programs, eligibility, provider availability, etc.
- Understand all services and properly utilize scripting to efficiently sell PHC services to members and successfully close to schedule appointments.
- Ask appropriate questions and listen actively to member concerns while documenting required information in computer systems.
- Manage high volume of outbound and inbound calls, emails, chat, and texting communications in a timely manner.
- Communicate to members clear instructions and education related to scheduled services utilizing appropriate guidelines.
- Meet expectations for individual daily, weekly and monthly sales goals and quality engagement standards for all clients.
- Use procedures, policy manuals, knowledge-base and other reference materials to assist in answering various general inquiries and issues.
- Collaborate with team members, share insights and contribute to the knowledge transfer process via side-by-side coaching, new-hire training, etc.
- Use of professional telephone etiquette and techniques to secure qualified appointments.
- Successfully perform duties in remote/work from home environment.
REQUIREMENTS
- A High School Diploma or GED required. College Associate degree or college courses preferred.
- Recent experience working in a health care setting preferred.
- 0-2 years of experience working in an outbound call center, sales focused, customer centered, production driven environment preferred.
- Customer first mentality that build high levels of customer satisfaction.
- Experience with making/taking high volume of calls daily.
- A strong work ethic, highly motivated to achieve sales and productivity goals.
- Excellent verbal communication skills, friendly and conversational with members.
- Strong written communication and documentation/note taking skills.
- Bi-lingual fluency preferred.
- Discretion, ability to maintain confidentiality.
- A willingness to comply with a fixed daily schedule, including start, break, lunch, and end times.
- An ability to take direction and positively receive feedback.
- Proficient with Microsoft Word and Windows environment.
- Proficient in navigating multiple screens simultaneously.
- Work from home Requirements:
- Must have verified internet service with upload/download ability.
- Must have (or be able to obtain) high speed internet with up to 5Mb download and 1Mb upload (must be installed before you can start)
- Company will provide equipment (keyboard, monitor, computer, etc.).
- Must have a quiet space to speak to members with minimal background noise
- Must understand importance of protected health information and ensure any data/information is not visible to others.