Care Delivery Tele Sales Agent

CenterWell•Spanish Springs, FL

4d•Onsite

About The Position

The Care Delivery Tele Sales Agent is the first point of contact for prospective patients interested in becoming patients of Primary Care or Specialty Care. As part of the Sales & Marketing Team, the agent manages inbound calls from marketing campaigns, makes outbound calls to prospective patients, and follows up with leads. The role supports new-patient growth by registering patients, verifying insurance, scheduling Primary Care new-patient tours, and booking appointments with Primary Care and Specialty Care providers. This is an on-site position in The Villages, Florida, reporting to a Supervisor, Sales Support. The agent represents the company’s care model and core values while helping prospective patients understand available services and determining how the organization can meet their needs. The role uses CRM and EMR systems and multiple software programs to document patient interactions and assess campaign outcomes. The role is patient-facing and requires TB screening if selected.

Requirements

At least 1 year of customer or patient service experience.
Experience working in a medical office, sales, or call center environment.
Experience using call center or EMR/CRM software.

Nice To Haves

Healthcare experience.
Proficiency with Athena.

Responsibilities

Advocate for the brand, care model, care centers, services, clinicians, and new-patient experience.
Represent the organization’s core values of service, quality, stewardship, innovation, passion, and teamwork.
Provide support, engagement, and care to prospective patients.
Support growth of the Primary Care, Medicare Advantage patient panel by scheduling prospective patients for new-patient tours with New Patient Specialists.
Support Specialty Care growth by scheduling new-patient appointments.
Listen to prospective patients’ health needs and ask probing questions to determine how the organization can assist them.
Complete new-patient registration using current resource tools and workflows, including insurance verification.
Collaborate with Primary Care and Specialty Care teams to determine how best to meet prospective patients’ needs.
Track prospective patient information and document all interactions in CRM and EMR systems.
Report call outcomes using wrap-up codes to assess marketing campaign success and inform future campaigns.
Meet performance and service-level goals, including abandoned-call rate, wrap-up codes, productivity, and call quality.
Use multiple software programs, including CRM, Athena, Radix, and Counsel Ear.