Outbound Call Center Representative

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CVS Health

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1963

⚕️ Healthcare Insurance

🛒 Retail

🧘 Wellness

Healthcare Insurance • Retail • Wellness

CVS Health is a leading American healthcare company dedicated to improving health access and affordability. The company focuses on a comprehensive approach that includes health services, health insurance, and pharmacy benefits management. Through its subsidiaries, such as Aetna and CVS Caremark, CVS Health offers a range of services that facilitate wellness, condition management, and affordable prescription drug coverage. CVS Health operates neighborhood pharmacies, provides mail-order pharmacy services, and manages specialty medication programs, aiming to make healthcare convenient and accessible for everyone. Driven by a mission to connect people with essential care services, CVS Health is committed to fostering healthier communities and supporting the wellbeing of all individuals.

📋 Description

• 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, 25 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

🏖️ 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