Connected Care Specialist

Electronic Caregiver•Las Cruces, NM

21d•Onsite

About The Position

The Connected Care Specialist contacts eligible benefit recipients after their physician has approved outreach regarding available Medicare-supported care programs. The specialist explains the applicable program clearly and accurately, answers questions, obtains required enrollment consent, and completes enrollment and related electronic documentation. This is a primarily outbound calling role that also involves receiving inbound callbacks and providing light call rerouting or transfers. Specialists maintain scheduled dialer login and productive time, manage assigned outreach and follow-up activity, and meet individual enrollment quotas. Performance is evaluated on productivity, professionalism, communication and soft skills, documentation accuracy, adherence to approved enrollment processes, confidentiality, and applicable quality standards. The role is performed on-site in a professional, team-oriented call center environment. Specialists are expected to maintain consistent attendance, productivity, and professionalism throughout scheduled work hours.

Requirements

High school diploma or GED.
Strong verbal and written communication skills.
Excellent active listening and interpersonal skills.
Basic computer skills and working knowledge of Microsoft Office and Outlook.
Ability to learn and navigate dialer, CRM, and electronic documentation systems.
Strong attention to detail and accuracy.
Ability to handle questions, concerns, and objections professionally.
Ability to work independently while meeting individual and team goals.
Comfort working in a fast-paced, goal-oriented environment.
Ability to maintain regular on-site attendance and work assigned hours or shifts.

Nice To Haves

Customer service, call center, healthcare, or enrollment experience.

Responsibilities

Make outbound calls to eligible benefit recipients following established outreach and enrollment procedures.
Clearly explain applicable Medicare-supported care programs, including their purpose, expectations, and next steps.
Answer questions, address concerns, and obtain required enrollment consent.
Complete enrollment activities and electronic documentation accurately.
Meet individual enrollment and productivity goals established by the department.
Maintain required dialer login, productive time, call activity, and schedule adherence.
Manage assigned outreach queues, call dispositions, and follow-up activities.
Receive inbound callbacks and provide basic call transfers or rerouting as needed.
Provide professional, respectful, recipient-focused customer service.
Use active listening, empathy, and rapport-building skills during interactions.
Follow approved enrollment messaging, processes, quality standards, and coaching requirements.
Accurately document calls, recipient communications, consent, enrollment outcomes, and follow-up activities.
Protect confidential information and follow HIPAA, privacy, security, and company requirements.
Work with providers, clinical staff, supervisors, and internal teams to resolve questions or enrollment barriers.
Attend required training, coaching sessions, department meetings, and company meetings.
Perform other related duties as assigned.