Engagement Specialist I

2022-09-25
Full Time

Description

Job Details

Job Location

Work From Home - ,

Remote Type

Fully Remote

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.

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