Remote, Contact Center Representative - IHA Scheduling Team

Title: Bilingual Call Center Representative – IHA Scheduling Team Availability: Immediate Hourly Rate: $12-$15/hr, based on skills, experience, and final interview performance. Location: Remote, PR

Shift Hours: 08:00am PST to 05:00pm PST OR 09:00am PST to 06:00pm PST (Candidate should be flexible)

• Applicants must be eligible to work and perform their job responsibilities within the United States.
• A key prerequisite for effectively fulfilling this role is having a Windows-based laptop/desktop with video-calling capabilities 

To help you learn more about the position, including its responsibilities, and compensation rate, we have prepared a brief video presentation. You can access the video using the following link: IHA, Contact Center Representative

About Advantmed: www.advantmed.com

Founded in 2005 and based in Orange County, California, Advantmed, LLC is a healthcare information management company that helps health plans, managed care organizations, and life insurance companies optimize revenue and improve quality outcomes. Advantmed partners with managed care organizations to deliver the optimal combination of capabilities unique to each organization needed to achieve the objectives, including risk analytics, NCQA-certified HEDIS ® software, medical record retrieval, medical record abstraction, risk adjustment coding, and provider education. 

Job Description

Executive Summary

• The ideal candidate would be someone who has 2+ years of call center experience in a target-driven environment
• Experience working in an outbound sales process is a plus
• Outgoing and pleasing personality on the phone. Excellent communication skills with clear diction
• Good time manager. Ability to multi-task and work in a challenging environment
• Ready to learn and grow. Go-getter mindset.

Summary

• Will be responsible for handling inbound and outbound calls to schedule health assessment visits (Member Engagement)

Key Responsibilities

• Answering or making calls to members to book appointments for their no-cost Prospective Health Assessments
• Learn about and address customer needs, complaints, or other service issues.
• Responding efficiently and accurately to callers, explaining possible solutions/rebuttals, and ensuring that customers feel supported and valued.
• Engaging in active listening with callers, confirming or clarifying information, and diffusing angry clients, as needed.
• Building lasting relationships with customers and other call center team members based on trust and reliability.
• Utilizing software, databases, scripts, and tools appropriately.
• Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service
• Making sales or recommendations for products or services that suit client needs better.
• Taking part in training and other learning opportunities to expand knowledge of the company and position.
• To be available on meetings on camera as and when needed
• Adhering to all company policies and procedures.
• Additional ad-hoc tasks as assigned by the Call Center Supervisor