Tele-Interviewer - REMOTE (Full Time)

Dynacare

2d•Remote

About The Position

The Tele-Interviewer will work within a call center environment, completing all the daily scheduled appointments lasting anywhere from 20-60 minutes at a time, and taking inbound calls from, or making outbound calls to, insurance applicants to complete or schedule a tele-interview. The interviewer will be responsible for the thorough and accurate collection and documentation of details about an applicants’ lifestyle and medical history via telephone interview using various questionnaires. In this role the tele-interviewer is expected to collaborate with the team to ensure all scheduled appointments for the day are honored, and all inbound/ outbound calls are handled. A customer service focus and excellence is expected in all customer interactions.

Requirements

College diploma in a relevant field (e.g., Health Sciences) or post-secondary education
Minimum of 1 year of experience in customer service
Experience in high volume call centre environment where manual call transcription was required
Demonstrated proficiency with Word, Excel, Outlook and Teams at an intermediate level
Must enjoy learning continuously
High level of interpersonal skills required to succeed in a collaborative working environment
Ability to work in a fast-pace, sometimes stressful environment
Demonstrated ability to self-manage and prioritize in a result driven and time sensitive function
Solid ability to utilize dispute or conflict resolution techniques to achieve desired outcomes
Demonstrated Customer Centric approach and puts the customer first on all decisions, by using respect, patience, attentive listening and compassion
Demonstrated interest in medical field or health sciences
Proven problem-solving skills

Nice To Haves

Other languages an asset
Knowledge of medical terminology an asset
Experience in a medical work environment an asset

Responsibilities

Complete professional, thorough, and precise telephone interviews with clients of insurance providers.
Continuous development of interviewing skills through cross training on different Insurance companies and their respective questionnaires and applying performance success feedback from quality audits.
Complete all scheduled appointments for the day within the allotted time, ensuring questionnaire is followed verbatim, and excellent customer service has been maintained throughout the interaction.
Ensure quality throughout the applicant interview with a focus on documenting applicant responses and transcribing the details of the call free of typos and spelling errors.
Submit completed questionnaires in a timely fashion upon completing the applicant call.
Work collaboratively with the team to meet quality assurance and productivity goals.
Conduct follow-up calls with clients as required.
Receive inbound applicant calls and conduct outbound calls to address applicant needs (inquiries, appointment scheduling ad hoc interviews).
Exercise call control and use of supportive, respectful communication techniques when receiving calls of a sensitive nature and in resolving concerns raised by the applicant.
Respond to any call outs for help via Teams channels.