Contact Center Representative - IHA Scheduling

About Advantmed

Advantmed, LLC, established in 2005 and headquartered in Orange County, California, is a healthcare information management company dedicated to enhancing revenue and improving quality outcomes for health plans, managed care organizations, and life insurance companies. We collaborate with managed care organizations to provide a tailored suite of capabilities, including risk analytics, NCQA-certified HEDIS® software, medical record retrieval and abstraction, risk adjustment coding, and provider education, all designed to meet specific organizational objectives.

Job Description

The Contact Center Representative will be responsible for managing inbound and outbound calls to schedule In-Home Health Assessments (IHA). This role requires excellent communication skills, a customer-centric approach, and the ability to thrive in a target-driven, fast-paced environment. The representative will play a crucial role in member engagement by ensuring timely and efficient scheduling of health assessments.

Key Responsibilities

• Initiate and receive calls from members to arrange appointments for their complimentary In-home Health Assessments.
• Understand and address member inquiries, concerns, and service issues effectively.
• Provide prompt and accurate responses, offering solutions and explanations while ensuring members feel valued and supported.
• Practice active listening to confirm details, clarify information, and de-escalate situations with dissatisfied callers.
• Cultivate strong, reliable relationships with members and colleagues.
• Utilize company software, databases, scripts, and tools proficiently.
• Strive to meet and exceed call center performance metrics while delivering exceptional customer service.
• Make product or service recommendations that align with member needs.
• Participate in ongoing training and development opportunities to enhance knowledge of company offerings and the role.
• Be available for video calls as required.
• Adhere strictly to all company policies and procedures.
• Undertake additional tasks as assigned by the Call Center Supervisor.

Requirements

• A minimum of 2 years of call center experience in a performance-driven setting is preferred.
• Previous experience in outbound sales processes is advantageous.
• Possess an engaging and pleasant phone demeanor with clear diction and excellent communication abilities.
• Demonstrate strong time management skills, the capacity to multitask effectively, and the ability to perform under pressure.
• Exhibit a proactive attitude, a willingness to learn, and a drive for continuous growth.
• Proficiency in various software applications and data entry, including MS Office Suite.
• Typing speed of at least 40 WPM, with 60 WPM being ideal.
• Exhibit supreme empathy and diplomacy in customer interactions.
• Strong problem-solving skills, with the ability to think creatively and escalate issues appropriately.
• Maintain honesty and integrity in all professional dealings.
• Possess excellent attendance and a consistent work history, with any recognition or promotions being a plus.
• Ability to professionally deliver customer call scripts.
• Exceptional active listening and customer service skills are essential.
• Capacity to empathize and manage personal emotions effectively.
• Ability to function as a collaborative and effective team member.
• Willingness to internalize and follow established protocols and guidelines.
• Demonstrate strong oral and written communication skills, including correct spelling.
• Strong decision-making capabilities.
• Must have a functional understanding of MS Office applications: Word, Excel, and Outlook.
• Flexibility to adapt to schedule changes, including potential Saturday hours, within operating hours of 6 am PST to 6 pm PST, Monday through Friday.

Additional Information

• Applicants must be legally authorized to work and perform job duties within the United States.
• A Windows 11 Pro laptop or desktop with video conferencing capabilities is mandatory.
• A high-speed and stable internet connection is required.