Outbound Telesales Agent
About The Position
The Outbound Telesales Agent engages members through outbound calls, primarily to schedule virtual appointments with healthcare providers. The role emphasizes customer service, effective communication, and persuading members to take proactive steps in managing their health through virtual care options. The agent explains the benefits of virtual appointments, answers questions, records call details and appointments in the CRM system, and follows up with members, outside entities, and providers. The agent also helps ensure inquiries are handled promptly, works with team members and supervisors toward scheduling targets, stays informed about healthcare services, and follows compliance and regulatory requirements for member information. This is a remote position with 40 scheduled hours per week. Occasional travel to Humana offices for training or meetings may be required. Employees working from home must have internet service with at least 25 Mbps download and 10 Mbps upload speeds, and a dedicated workspace that protects member PHI/HIPAA information and is free from ongoing interruptions.
Requirements
- Strong verbal communication skills.
- Ability to connect meaningfully with customers to build emotional engagement and customer advocacy.
- Ability to simplify complexity and integrate internal efforts to deliver an optimal customer experience.
- Comfort working in a telephonic-intensive environment.
- Proficiency in Microsoft Outlook, Word, and Excel.
- Passion for contributing to an organization focused on continuously improving consumer experiences.
Nice To Haves
- Bachelor’s degree.
- Telephonic sales experience, inbound or outbound.
- Understanding of value-based primary care and/or Medicare Advantage.
- Bilingual in English and Spanish, with the ability to speak, read, and write both languages without limitations or assistance.
Responsibilities
- Make outbound calls to members to promote and schedule virtual appointments.
- Explain the benefits of virtual appointments and how they can improve members’ healthcare experience.
- Use persuasive techniques to encourage members to schedule appointments.
- Answer members’ questions and address concerns about virtual services with accurate information and support.
- Maintain detailed records of calls, member responses, and scheduled appointments in the CRM system.
- Follow up with members, outside entities, and providers.
- Complete responses to member and provider inquiries promptly to achieve service and quality goals.
- Collaborate with team members and supervisors to achieve weekly and monthly scheduling targets.
- Stay informed about healthcare services and offerings to provide current information to members.
- Adhere to compliance and regulatory requirements when handling member information.
Benefits
- Medical benefits.
- Dental benefits.
- Vision benefits.
- 401(k) retirement savings plan.
- Paid time off.
- Company and personal holidays.
- Paid parental and caregiver leave.
- Short-term and long-term disability.
- Life insurance.
- Bonus incentive plan based on company and/or individual performance.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
