Remote, Contact Center Representative - IHA Scheduling Team (6413)

Title{{:}}  Contact Center Representative - IHA (In-Home Health Assessment) Scheduling Team Availability{{:}} ImmediateHourly Rate{{:}} $14-16/hour + PTO & Health BenefitsLocation{{:}} Remote, USApplicants must be eligible to work and perform their job responsibilities within the United StatesA 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 RepresentativeAbout Advantmed{{:}} www.advantmed.comFounded 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 DescriptionExecutive SummaryThe ideal candidate would be someone who has 2+ years of call center experience in a target-driven environmentExperience working in an outbound sales process is a plusOutgoing and pleasing personality on the phone. Excellent communication skills with clear dictionGood time manager. Ability to multitask and work in a challenging environmentReady to learn and grow. Go-getter mindsetSummaryWill 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 In-home Health AssessmentsLearn about and address customer needs, complaints, or other service issuesResponding efficiently and accurately to callers, explaining possible solutions/rebuttals, and ensuring that customers feel supported and valuedEngaging in active listening with callers, confirming or clarifying information, and diffusing angry clients, as neededBuilding lasting relationships with customers and other call center team members based on trust and reliabilityUtilizing software, databases, scripts, and tools appropriatelyUnderstanding and striving to meet or exceed call center metrics while providing excellent, consistent customer serviceMaking sales or recommendations for products or services that suit client needs betterTaking part in training and other learning opportunities to expand knowledge of the company and positionTo be available on meetings on camera as and when neededAdhering to all company policies and proceduresAdditional ad-hoc tasks as assigned by the Call Center SupervisorRequirementsSkills Outgoing personality and sales approach Solid work history, citing any recognition and promotion Ability to thrive in a fast-paced, energetic environment doing multi-tasking on the system while talking to the customer on the phone Customer service or other directly related experience is a plus Ability to collaborate and be a team player Various software and data entry proficiency, including MS Office Ability to type 40Wpm, 60Wpm is preferred Strong communication and time management skills Supreme ability to demonstrate customer empathy and build a connection with excellent customer diplomacy skills Problem solver, ability to multi-task, think creatively, and escalate issues and ideas to solve these issues Honesty and integrity Competency Excellent attendance and work record Ability to professionally articulate customer call scripts Exceptional customer service and active listening skills Ability to empathize and manage personal emotions Ability to function as an effective team member Ability to internalize and follow protocols/guidelines Demonstrate excellent oral and written communication skills; correct spelling is a must Strong time management skills and decision-making skills Strong computer skills required Must have a working knowledge of MS Office applications{{:}} Word, Excel, and Outlook Ability to be flexible with schedule (between hours of 6 am PST - 6 pm PST Monday through Friday, possible Saturday hours) and adapt to change