Outbound Customer Service Agent

EOE StatementWe are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law. DescriptionJob description:Applicants must be Spanish and English Speaking, Reading, and Writing | This is a work from home roleThis role is for Spanish/English Bilingual Candidates and requires a Bilingual Fluency assessment during the interview process - includes reading and writing.We're seeking customer-focused call center representatives to make outbound calls and schedule medical appointments with care and professionalism.Who we are:At Valor Global, our people are our greatest strength, forming the foundation of every exceptional experience we deliver. Guided by our core values - Exceed Expectations, Admire People, and Be Passionate About Making a Difference - we foster a culture that encourages individuals to unlock their full potential. We don't just support professional growth, we help team members bring their ambitions to life. Through values-driven programs and a purpose-filled environment, our people grow, uplift one another, and shape careers that are both meaningful and lasting. That's why so many choose to stay and thrive as part of the Valor family.Responsibilities:You will make outbound calls to eligible Medicare eligible patientsFollow approved call scripting, ensuring members fully understand the service and feel comfortable moving forward, while responding to rebuttals professionally and within guidelinesMaintain a calm, respectful, and professional tone with health plan members, providers, and internal teams at all timesMeet daily appointment-setting and productivity goalsTrack and monitor performance metrics such as call volume, handle time, appointments set, and overall productivity using designated systemsParticipate in peer coaching or side-by-side feedback sessions as neededAdhere strictly to HIPAA, privacy, and security guidelines when handling protected health informationExperience & Skill Set:High School Diploma or equivalentPrevious experience in a high-volume call center or healthcare scheduling environment is strongly preferredBackground in outbound calling, inside support, or phone-based member engagement preferredStrong verbal communication skills; friendly, professional, and conversationalAbility to maintain a fixed daily schedule, including start times, breaks, lunch, and end-of-day expectationsStrong computer skills with the ability to navigate multiple systems simultaneously while on callsWhat You Are:Patient-Centered and Respectful - You approach every interaction with empathy, understanding that members may have questions, concerns, or hesitations about their care. You remain calm, professional, and supportive-even in challenging conversations.Resilient and Composed - You're comfortable handling rejection or difficult responses and are able to reset quickly while maintaining a courteous and positive tone throughout the day.Clear and Confident Communicator - You explain healthcare services and appointment details in a clear, easy-to-understand way, actively listening and responding appropriately to member needs.Adaptable and Quick-Thinking - You follow approved scripts while knowing how to pivot within guidelines to address concerns, overcome objections, and appropriately respond to rebuttals.Goal-Oriented with a Service Mindset - You balance productivity expectations with quality member experiences, ensuring appointments are scheduled accurately and respectfully.Professional and Dependable - You maintain consistency, reliability, and focus in a fast-paced, metrics-driven healthcare environment.Tech Requirements:Minimum internet speed: 50 Mbps download / 10 Mbps uploadPreferred internet speed: 100 Mbps download / 10 Mbps uploadInternet cannot be from a mobile provider or 5GYou must have internet from a major internet service provider and pass speed testJitter threshold: Should be 15ms or lower - higher jitter may result in voice and streaming issuesSpeed test recommendation: Candidates may be asked to complete a test using a provided link to verify connection qualityValor Global will provide equipment (loan basis)Basic computer literacy: Comfortable using MS operating systems (Windows) and navigating settingsTroubleshooting mindset: Able to diagnose and resolve basic tech issues independently.Confident using browsers, search engines, and understanding online safety.Employment Conditions:Employment is contingent upon successfully passing a comprehensive background check.All candidates must undergo and pass a thorough background screening, which may include verification of employment history, education, criminal records, and other relevant checksYou will review, sign, and agree to the training agreement on day 1, which includes perfect attendance. Failure to meet requirements in the training agreement may affect your employment.Position RequirementsFull-Time/Part-TimeFull-Time Rate of Pay16.50 to 17.50 per hour PositionOutbound Customer Service Agent LocationPhoenix About the OrganizationValor Global was founded in Phoenix, Arizona in 2004. A family owned business, we focus on culture and admiring our people both inside of our business and community. We are a contact center business hired by a variety of global companies to handle all of their customer service and needs. At Valor, we believe in Servant Leadership and Conscious Capitalism and believe that a well-aligned higher purpose positions people for success. Any company is only as strong as the culture and core values that its people believe in and live each day. By recruiting, retaining and developing self-motivated and inspiring people we ensure that we are able to provide extraordinary solutions to the customers.Valor is fully vested in your success. Our culture, core values, industry leading low attrition, LEAN and Agile methodologies provide our customers access to a global infrastructure and a team of 1,000+ employees with enterprise systems and processes without the bureaucracy and red tape; our leadership team is accessible and available. Our organization prides itself on the ability to remain responsive and flexible to your business needs. We are a top performer with our clients with a successful track record in outperforming our competition. This position is currently accepting applications.