Outbound Call Center Agent
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Job Description
Outbound healthcare call agent promoting wellness benefits and mobile app adoption for Compass Experience Labs, a customer-experience BPO. Guiding existing members through app registration while maintaining HIPAA compliance.
Responsibilities:
- Conduct proactive outbound calls to existing healthcare members to promote the online mobile app
- Educate members on app features and wellness benefits, including scheduling appointments, viewing test results, and medication reminders
- Guide members through the app download and registration process by phone
- Provide basic troubleshooting support
- Navigate sensitive health conversations with empathy, professionalism, and adherence to privacy standards
- Document interactions, download conversions, and member feedback in the healthcare CRM database
- Maintain compliance with HIPAA regulations and company quality metrics
- Act as a brand ambassador and digital guide to drive digital adoption
Requirements:
- Dedicated, quiet, distraction-free home office space
- Highly stable internet connection and reliable power supply
- Highly comfortable with smartphones and apps
- Ability to explain digital steps to users who may not be technically inclined
- High school diploma or equivalent required
- Minimum 2+ years of call center experience
- At least 1 year of outbound calling experience, including telemarketing, outbound sales, or proactive collections/outreach
- Exceptional verbal communication, patience, active listening, and a warm, professional phone presence
- Strong understanding of, or ability to quickly learn and maintain, HIPAA privacy rules
- Flexibility to work any primary shift, including Saturdays, during the campaign hours of 8:00 AM–8:00 PM EST, 6 days a week
Benefits:
- Individual monthly performance-based bonuses based on app adoption and registration rate quotas achieved
- Necessary computer and technical equipment provided
- Comprehensive medical, dental, and vision insurance
- Paid Time Off (PTO)
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