Call Center Engagement Specialist

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $23 - $31 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Call Center Representative

👻 Ghost score 0%

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Habitat Health

WebsiteLinkedInAll Job Openings

1 - 10 employees

Founded 2023

🏥 Healthcare

⚕️ Healthcare Insurance

🧘 Wellness

Healthcare • Healthcare Insurance • Wellness

Habitat Health is a healthcare organization focused on empowering older adults to live independently in their homes and communities. Through the Program of All-Inclusive Care for the Elderly (PACE), Habitat Health provides comprehensive health insurance coverage and medical and social care services. Their services include transportation, personal care, 24/7 care access, physical therapy, nutrition support, pharmacy and prescriptions, medical care, and social services. Operating in partnership with notable healthcare providers such as Kaiser Permanente, Habitat Health is committed to creating a supportive and inclusive environment for both participants and staff, ensuring the provision of personalized, coordinated care. Founded in 2023, the company aims to enhance the lives of older adults covered by Medicare or Medicaid.

📋 Description

• Serve as the central telephonic point of contact for prospective participants, caregivers, and referral partners • Build trust-based relationships from the first conversation • Make outbound follow-up calls to interested prospects, including referrals from partner organizations • Answer inbound campaign inquiries and educate prospects about PACE services, eligibility, and care support • Understand prospective participants’ and families’ needs and articulate Habitat Health’s value proposition • Use rapport building, active listening, qualification questioning, objection handling, and next-step guidance • Assess preliminary PACE eligibility and guide qualifying seniors through early enrollment steps, including Medi-Cal application support where appropriate • Coordinate warm handoffs to Enrollment Specialists, Outreach Specialists, and Intake Coordinators • Perform service recovery, address concerns, and de-escalate callers • Manage time and prioritize high-volume inbound and outbound activity • Meet or exceed call-volume, conversion, and warm-handoff targets • Maintain accurate prospect communication and activity records in CRM and Contact Center systems • Maintain compliance with CMS, DHCS, Habitat Health policies, TPMO recording obligations, and federal/state marketing requirements • Perform other duties as assigned

🎯 Requirements

• Minimum 3–5 years of experience in a healthcare call center, telephonic enrollment, Medicare/Medi-Cal outreach, customer engagement, or comparable contact center service environment, preferably with a senior or vulnerable population • Must reside in the Mountain or Pacific Time zone • Ability to build rapport and trust over the phone with older adults and family caregivers • Outstanding phone demeanor and etiquette • Comfort operating in a metrics-driven environment with daily call-volume and conversion expectations • Strong verbal and written communication skills • Strong organizational and time-management skills • Ability to manage a high volume of prospects, follow-ups, and inbound/outbound activity • Comfortable using Microsoft Office Suite, CRM systems including Salesforce, and Contact Center Systems • Prior experience in PACE, Medicare Advantage, DSNP, or Medi-Cal enrollment preferred • Familiarity with TPMO/CMS marketing compliance requirements preferred • Spanish bilingual ability strongly preferred • B.S./B.A. degree in healthcare, Business Administration, or Marketing preferred • COVID-19 vaccination policy is an essential requirement of the role; necessary proof of vaccination may be required prior to employment • Authorization to work in the United States is verified through E-Verify

🏖️ Benefits

• Medical, dental, and vision insurance • Short- and long-term disability insurance • Life insurance • Flexible spending accounts • 401(k) savings • Paid time off • Company-paid holidays • Reasonable accommodations for disabilities and sincerely held religious beliefs • Vaccination and infection-control policy accommodations where applicable