Work All Remote

Role Description

The Outbound Care Associate is responsible for engaging with members through outbound calls with the primary goal of scheduling virtual appointments with healthcare providers. This role requires a strong focus on customer service, effective communication, and the ability to persuade members to take proactive steps in managing their health through virtual care options.

• Conduct outbound calls to members to promote and schedule virtual appointments.
• Effectively communicate the benefits of scheduling virtual appointments and how they can enhance members’ healthcare experience.
• Utilize persuasive techniques to encourage members to agree to schedule an appointment.
• Address any questions or concerns members may have regarding virtual services, providing accurate information and support.
• Maintain detailed records of each call, including member responses and scheduled appointments, in the customer relationship management (CRM) system.
• Perform follow-up with members, outside entities, and/or providers.
• Ensure responses to member and/or provider inquiries are completed on a timely basis to achieve service and quality.
• Collaborate with team members and supervisors to achieve weekly and monthly scheduling targets.
• Stay informed about healthcare services and offerings to provide up-to-date information to members.
• Adhere to all compliance and regulatory requirements when handling member information.

Qualifications

• 2+ years of previous experience in a call center or customer service role.
• Minimum of 3 years’ experience in a sales or customer service role, where persuasive communication was essential to achieving targets.
• Ability to manage multiple or competing priorities, including use of multiple computer applications simultaneously.
• Ability to build rapport and establish trust with members over the phone.
• Strong verbal communication and active listening skills including knowledge of medical terminology.
• Strong typing and computer navigation skills.
• Excellent organizational and time-management skills.
• Goal-oriented with a proven track record of meeting performance targets.
• Ability to work independently and as part of a team in a fast-paced environment.

Requirements

• Familiarity with healthcare services and virtual appointment scheduling.
• Experience with Electronic Medical Records.
• Previous experience interacting with the senior population.
• Bilingual in English/Spanish with the ability to speak, read, and write in both languages without limitations and assistance.

Benefits

• Health benefits effective day 1.
• Paid time off, holidays, volunteer time, and jury duty pay.
• Recognition pay.
• 401(k) retirement savings plan with employer match.
• Tuition assistance.
• Scholarships for eligible dependents.
• Parental and caregiver leave.
• Employee charity matching program.
• Network Resource Groups (NRGs).
• Career development opportunities.
• Occasional travel to Humana’s offices for training or meetings may be required.