Outbound Call Center

MVP Health Care • US NY Remote, NY

2d • $24 - $32 • Remote

About The Position

The Outbound Call Center Representative plays a key role in delivering proactive, value-added outreach to members, primarily through outbound calls. This position focuses on building meaningful connections that enhance the customer experience, improve healthcare literacy, and support member retention. In a fast-paced call center environment, the representative conducts targeted outreach campaigns, resolves member inquiries, and provides clear guidance on benefits and services. Success in this role requires strong communication, problem-solving, and customer service skills, along with the ability to meet performance goals, collaborate across departments, and maintain accuracy and professionalism in all interactions.

Requirements

• High School diploma or equivalent when possesses customer service employment experience.
• Minimum 1 – 3 years customer service experience and/or relevant office experience required.
• Ability to work occasionally on Saturdays
• Experience in positions where adherence to strict confidentiality is required.
• Strong problem-solving skills with effective oral and written communication skills.
• Have strong interpersonal skills and exhibit good judgment.
• Collaborative skills: ability to work in team environment.
• Demonstrated excellent customer service skills including superior accountability and follow through.
• Demonstrated PC skills using Microsoft applications.

Nice To Haves

• Associate degree, college courses preferred

Responsibilities

• Execute outbound campaigns with a primary focus on driving member retention, while supporting quality objectives, welcoming new members to plan offerings, and achieving defined campaign-specific goals.
• Must have the ability to work in a fast-paced environment and manage the challenges inherent with a call center atmosphere while delivering excellent service on every call.
• Meet individual accessibility and outreach goals and team goals for industry standard benchmarks.
• Demonstrate excellent communication skills, applying soft skills during interactions with diverse clientele.
• Develops a comprehensive understanding of all lines of business.
• On an ongoing basis, educates members about their benefits and MVP’s procedures.
• Manages first call resolutions and perform tasks efficiently; adhering to guidelines on call avoidance, average handle time, hold time, and after call work.
• Research information needed to correctly respond to customer concerns.
• Asks appropriate questions to ensure a clear understanding of customer’s concern.
• Delivers service with integrity.
• Clearly explains all policies and procedures on both incoming and out-going calls.
• Applies technical skills required to simultaneously access multiple databases while addressing customer needs.
• Documents all customer contacts, performing data input in a highly accurate manner.
• Serve as a liaison between our internal and external customers, always representing the company in a professional and courteous manner.
• Conducts outbound campaigns for all lines of business, must be self-directed, organized, confident, and able to flex communication and presentation skills to the needs of the customer.
• Responsible for researching and resolving member issues and for communicating resolution back to the caller in a timely, professional and effective fashion.
• Successfully uses contacts to facilitate issue resolution and interacts appropriately with all involved.
• Obtains NYS Market Place Facilitated Enroller certification also known as Certified Application Counselor (CAC) within 1st year from date of hire.

Benefits

• Growth opportunities to uplevel your career
• A people-centric culture embracing and celebrating diverse perspectives, backgrounds, and experiences within our team
• Competitive compensation and comprehensive benefits focused on well-being
• An opportunity to shape the future of health care by joining a team recognized as a Best Place to Work For in the NY Capital District, one of the Best Companies to Work For in New York, and an Inclusive Workplace.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED