Remote, Contact Center Representative - IHA Scheduling Team (6414)

Advantmed

11d•Remote

About The Position

Advantmed, LLC, founded in 2005 and based in Orange County, California, is a healthcare information management company. It partners with health plans, managed care organizations, and life insurance companies to optimize revenue and improve quality outcomes through services like risk analytics, NCQA-certified HEDIS® software, medical record retrieval, medical record abstraction, risk adjustment coding, and provider education. This role is for a Bilingual Contact Center Representative on the IHA Scheduling Team, responsible for handling inbound and outbound calls to schedule no-cost Prospective Health Assessments for members. The ideal candidate will have over two years of call center experience in a target-driven environment, possess an outgoing personality, excellent communication skills, strong time management abilities, and a proactive mindset for learning and growth.

Requirements

Applicants must be eligible to work and perform their job responsibilities within the United States
A key prerequisite for effectively fulfilling this role is having a Windows-based laptop/desktop with video-calling capabilities
2+ years of call center experience in a target-driven environment
Outgoing and pleasing personality on the phone
Excellent communication skills with clear diction
Good time manager
Ability to multi-task and work in a challenging environment
Ready to learn and grow
Go-getter mindset
Solid work history, citing any recognition and promotion
Ability to thrive in a fast-paced, energetic environment doing multi-tasking on the system while talking to the customer on the phone
Ability to collaborate and be a team player
Various software and data entry proficiency, including MS Office
Ability to type 40Wpm
Strong communication and time management skills
Supreme ability to demonstrate customer empathy and build a connection with excellent customer diplomacy skills
Problem solver, ability to multi-task, think creatively, and escalate issues and ideas to solve these issues
Honesty and integrity
Excellent attendance and work record
Ability to professionally articulate customer call scripts
Exceptional customer service and active listening skills
Ability to empathize and manage personal emotions
Ability to function as an effective team member
Ability to internalize and follow protocols/guidelines
Demonstrate excellent oral and written communication skills; correct spelling is a must
Strong time management skills and decision-making skills
Strong computer skills required
Must have a working knowledge of MS Office applications: Word, Excel, and Outlook
Ability to be flexible with schedule (between hours of 6 am EST - 6 pm PST Monday through Friday, possible Saturday hours) and adapt to change

Nice To Haves

Experience working in an outbound sales process is a plus
Customer service or other directly related experience is a plus
Ability to type 60Wpm is preferred

Responsibilities

Answering or making calls to members to book appointments for their no-cost Prospective Health Assessments
Learn about and address customer needs, complaints, or other service issues
Responding efficiently and accurately to callers, explaining possible solutions/rebuttals, and ensuring that customers feel supported and valued
Engaging in active listening with callers, confirming or clarifying information, and diffusing angry clients, as needed
Building lasting relationships with customers and other call center team members based on trust and reliability
Utilizing software, databases, scripts, and tools appropriately
Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service
Making sales or recommendations for products or services that suit client needs better
Taking part in training and other learning opportunities to expand knowledge of the company and position
To be available on meetings on camera as and when needed
Adhering to all company policies and procedures
Additional ad-hoc tasks as assigned by the Call Center Supervisor