Outbound Call Center Representative
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Job Description
CVS Health outbound call representative contacting Medicare and Medicaid members to schedule free in-home or virtual evaluations. Managing high-volume calls, appointments, metrics, and HIPAA-protected information remotely from Texas.
Responsibilities:
- Make an average of 50 outbound calls per hour using an automatic dialer to offer, explain, and schedule free in-home or virtual health evaluations
- Follow 20+ approved scripts and respond to rebuttals persuasively and courteously
- Present a positive, professional, high-energy approach to clients, health plan members, and team members
- Meet daily department goals, including 300–400 outbound dials, 25 appointments set, attendance adherence, and quality targets
- Adjust, reschedule, and cancel appointments with members and contracted providers
- Monitor 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 security and privacy guidelines when handling protected health information
- Report to a Member Engagement Manager
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 in a metrics-driven environment preferred
- Experience with an automatic dialer and/or scripts preferred
- Desire to work in an efficient, results-oriented outbound call center environment
- Persuasive rebuttal ability while treating 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 ability to use multiple systems simultaneously while making calls
- Successful completion of a background check required
- Ability to work from home with a quiet workspace and own workspace furniture
- Recommended home internet speed: 100 Mbps download and 10 Mbps upload
Benefits:
- Competitive benefits
- PTO / paid time off
- Tuition reimbursement
- Bi-weekly pay
- Monthly commission bonus potential
- 401K
- Employee stock purchase program
- Employee discount programs
- Medical, dental, and vision plans
- Insurance starts the 1st of each month after the start date
- Wellness programs
- Retirement savings options
- Company-provided equipment (keyboard, monitor, computer, headset, etc.)
- Work-from-home arrangement
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