Outbound Call Center - $20/hr - hybrid/remote

Fallon Health • Worcester, MA

11d

About The Position

Under the direction of the Market Research Manager, the Outbound Call Center employee supports Fallon Health by making welcome and outreach calls to members and conducting survey calls with members or providers. The role handles confidential patient and member information and requires strong verbal and telephone communication skills, with an emphasis on leaving members with a positive impression. When needed, the employee helps members by creating formal research cases and documenting their issues. The position requires typing at least 25 net words per minute.

The employee makes calls using scripts and documents call results electronically or in writing. Duties are generally procedural and may be performed independently with intermittent supervision, following written instructions, established timeframes, and predetermined priorities. Unclear situations are reviewed with the Market Research Manager. Work may be performed individually or as part of a team, depending on the project.

Requirements

• At least one year of customer service experience in a call center environment.
• Ability to type at least 25 net words per minute; applicants will be sent a brief web-based typing test.
• Strong verbal and telephone communication skills.
• Ability to handle confidential patient and member information.
• Ability to work independently with intermittent supervision and follow written instructions, established timeframes, and priorities.

Nice To Haves

• High school diploma or GED; relevant customer service call center work experience may be considered in lieu of this.
• Bachelor’s degree or advanced education.

Responsibilities

• Communicate with members and providers with courtesy, compassion, empathy, and respect, using sound judgment when handling difficult or unusual calls.
• Learn and stay current on Fallon products, policies, and procedures.
• Document the results of all outbound calls using an electronic or written form.
• Make welcome and outreach calls to Fallon members, providing product knowledge, customer assistance, and problem solving.
• Administer member telephone surveys using scripts and open-ended and closed-ended questions to capture information about members’ experiences with Fallon.
• Maintain the highest degree of member and patient confidentiality.
• Work as a team member or independently, depending on the assigned project.
• Complete special projects and other assigned tasks, including focus group recruitment and data entry.
• Assist members by creating formal research cases and, when necessary, documenting member issues in a specialized company database.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed