Outbound Care Associate

Humana • Flowood, MS

283d • $45,000 - $60,900 • Remote

About The Position

The Outbound Care Associate is responsible for engaging with members through outbound calls with the primary goal of scheduling virtual appointments with healthcare providers. This role requires a strong focus on customer service, effective communication, and the ability to persuade members to take proactive steps in managing their health through virtual care options.

Requirements

• High school diploma or equivalent.
• 2 years plus previous experience in a call center or customer service role.
• Strong verbal communication and active listening skills including knowledge of medical terminology.
• Strong typing and computer navigation skills.
• Ability to manage multiple or competing priorities, including use of multiple computer applications simultaneously.
• Ability to build rapport and establish trust with members over the phone.
• Excellent organizational and time-management skills.
• Goal-oriented with a proven track record of meeting performance targets.
• Ability to work independently and as part of a team in a fast-paced environment.

Nice To Haves

• Familiarity with healthcare services and virtual appointment scheduling.
• Experience with Electronic Medical Records.
• Previous experience interacting with the senior population.
• Bilingual in English/Spanish with the ability to speak, read and write in both languages without limitations and assistance.

Responsibilities

• Conduct outbound calls to members to promote and schedule virtual appointments.
• Effectively communicate the benefits of scheduling virtual appointments and how they can enhance members' healthcare experience.
• Utilize persuasive techniques to encourage members to agree to schedule an appointment.
• Address any questions or concerns members may have regarding virtual services, providing accurate information and support.
• Maintain detailed records of each call, including member responses and scheduled appointments, in the customer relationship management (CRM) system.
• Perform follow up with members, outside entities and/or providers.
• Ensure responses to member and/or provider inquiries are completed on a timely basis to achieve service and quality.
• Collaborate with team members and supervisors to achieve weekly and monthly scheduling targets.
• Stay informed about healthcare services and offerings to provide up-to-date information to members.
• Adhere to all compliance and regulatory requirements when handling member information.

Benefits

• Health benefits effective day 1.
• Paid time off, holidays, volunteer time and jury duty pay.
• Recognition pay.
• 401(k) retirement savings plan with employer match.
• Tuition assistance.
• Scholarships for eligible dependents.
• Parental and caregiver leave.
• Employee charity matching program.
• Network Resource Groups (NRGs).
• Career development opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Insurance Carriers and Related Activities
• Education Level: High school or GED