Customer Service Representative

Valor Global•Phoenix, AZ

18h•Hybrid

About The Position

We’re seeking customer-focused call center representatives to make outbound calls and schedule medical appointments with care and professionalism. At Valor Global, our people are our greatest strength, forming the foundation of every exceptional experience we deliver. Guided by our core values - Exceed Expectations, Admire People, and Be Passionate About Making a Difference - we foster a culture that encourages individuals to unlock their full potential. We don’t just support professional growth, we help team members bring their ambitions to life. Through values-driven programs and a purpose-filled environment, our people grow, uplift one another, and shape careers that are both meaningful and lasting. That’s why so many choose to stay and thrive as part of the Valor family.

Requirements

Spanish and English Speaking, Reading, and Writing
Bilingual Fluency assessment during the interview process - includes reading and writing
High School Diploma or equivalent
Strong verbal communication skills; friendly, professional, and conversational
Ability to maintain a fixed daily schedule, including start times, breaks, lunch, and end-of-day expectations
Strong computer skills with the ability to navigate multiple systems simultaneously while on calls
Patient-Centered and Respectful - You approach every interaction with empathy, understanding that members may have questions, concerns, or hesitations about their care. You remain calm, professional, and supportive—even in challenging conversations.
Resilient and Composed - You’re comfortable handling rejection or difficult responses and are able to reset quickly while maintaining a courteous and positive tone throughout the day.
Clear and Confident Communicator - You explain healthcare services and appointment details in a clear, easy-to-understand way, actively listening and responding appropriately to member needs.
Adaptable and Quick-Thinking - You follow approved scripts while knowing how to pivot within guidelines to address concerns, overcome objections, and appropriately respond to rebuttals.
Goal-Oriented with a Service Mindset - You balance productivity expectations with quality member experiences, ensuring appointments are scheduled accurately and respectfully.
Professional and Dependable - You maintain consistency, reliability, and focus in a fast-paced, metrics-driven healthcare environment.
Minimum internet speed: 50 Mbps download / 10 Mbps upload
Internet cannot be from a mobile provider or 5G
Must have internet from a major internet service provider and pass speed test
Jitter threshold: Should be 15ms or lower — higher jitter may cause voice and streaming issues
Basic computer literacy: Comfortable using MS operating systems (Windows) and navigating settings
Troubleshooting mindset: Able to diagnose and resolve basic tech issues independently. Confident using browsers, search engines, and understanding online safety.
Employment is contingent upon successfully passing a comprehensive background check.
All candidates must undergo and pass a thorough background screening, which may include verification of employment history, education, criminal records, and other relevant checks
You will review, sign, and agree to the training agreement on day 1, which includes perfect attendance. Failure to meet requirements in the training agreement may affect your employment.

Nice To Haves

Previous experience in a high-volume call center or healthcare scheduling environment is strongly preferred
Background in outbound calling, inside support, or phone-based member engagement preferred
Preferred internet speed: 100 Mbps download / 10 Mbps upload

Responsibilities

Make outbound calls to eligible Medicare eligible patients
Follow approved call scripting, ensuring members fully understand the service and feel comfortable moving forward, while responding to rebuttals professionally and within guidelines
Maintain a calm, respectful, and professional tone with health plan members, providers, and internal teams at all times
Meet daily appointment-setting and productivity goals in a remote or office-based environment
Track and monitor performance metrics such as call volume, handle time, appointments set, and overall productivity using designated systems
Participate in peer coaching or side-by-side feedback sessions as needed
Adhere strictly to HIPAA, privacy, and security guidelines when handling protected health information