Outbound Call Center Rep (Remote) Full Time

Summary:

CVS Health, a leading health solutions company, offers the Outbound Call Center Rep (Remote) role to transform healthcare. With over 300,000 colleagues, CVS Health serves millions through local and digital channels, emphasizing compassionate care. This position supports member engagement for Medicare Advantage and Medicaid plans.

Responsibilities:

• Make an average of 50 outbound calls per hour placed by an automatic dialer system to offer, explain, and schedule a free in-home or virtual health evaluation with a provider.
• Follow 20+ approved scripts, ensure members understand and are comfortable with the terms, and respond to rebuttals persuasively and with professional courtesy.
• Present a positive, professional, and high energy approach to clients, health plan members, and team members.
• Meet daily goals set by the department (i.e., 300-400 outbound dials per day, 24 appointments set per day, shift and attendance policy adherence, quality targets, etc.) in an office or remote environment.
• Adjust, reschedule, and cancel appointments with both members and contracted providers, as requested.
• Monitor performance results including appointments, calls, handle time, and productivity using designated reporting systems.
• Report member complaints and escalations immediately to Member Engagement Managers.
• Participate in peer side-by-side coaching as needed.
• Follow HIPAA and other security and privacy guidelines when handling protected health information accessed during normal work activities.

Requirements:

• A High School Diploma or equivalent is preferred.
• 1+ year call center experience OR 2+ years general work experience required.
• Previous outbound call center or high volume experience working in a metrics driven environment, with an auto dialer, and/or using scripts is preferred.
• A desire to work in an efficient, results-oriented outbound call center environment.
• Persuasive with the ability to rebuttal while treating all health plan members with professional courtesy.
• Good communication skills, friendly and conversational.
• Ability to adhere to a fixed daily schedule, including start, breaks, lunch, and end times.
• Strong computer skills and the ability to use multiple systems at the same time, while making calls.
• To qualify, you must have verified and reliable internet service with 10MB upload/download ability available in your home.
• The company will provide equipment (keyboard, monitor, computer, headset, etc.).
• All applicants must provide their own workspace furniture and ensure a quiet workspace.
• Successful completion of background check is required for this position.

Benefits:

• Medical, Dental and Vision plans, Insurance starts the 1st of each month after the start date.
• Bi-weekly pay with monthly commission bonus potential.
• 401K, employee stock purchase program and tuition reimbursement.
• Employee discount programs.
• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.
• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.