Outbound Call Center Rep

Position Overview

At CVS Health – in partnership with Signify Health – you’ll help transform health care by contacting members of Medicare Advantage and Medicaid health plans to offer a free in-home or virtual healthcare evaluation. Reporting to a Member Engagement Manager, you will work diligently to meet productivity, quality, and customer service goals. The role comes with a starting hourly rate of $15.00, along with unlimited bi-weekly commission potential and competitive benefits that support your overall wellness.

Key Responsibilities

• Place an average of 50 outbound calls per hour using an automatic dialer system to offer, explain, and schedule a free in-home or virtual healthcare evaluation.
• Follow 20+ approved scripts to ensure members understand the evaluation details and respond to rebuttals with professional courtesy.
• Present a positive, professional, and high-energy approach when communicating with clients, health plan members, and team members.
• Meet department daily goals (e.g. 300-400 outbound dials per day, 24 appointments set per day) while adhering to shift attendance policies and quality targets.
• Adjust, reschedule, and cancel appointments as requested by members or contracted providers.
• Monitor performance metrics including appointments, call handle time, and overall productivity using designated reporting systems.
• Report member complaints and escalations immediately to the Member Engagement Manager.
• Participate in peer side-by-side coaching as needed.
• Adhere to HIPAA and other security and privacy guidelines when handling protected health information.

Required Qualifications

• 1+ year call center experience OR 2+ years of general work experience.
• Ability to adhere to a fixed daily schedule, including designated start times, breaks, and end times.
• Good communication skills along with a friendly and conversational approach.
• Strong computer skills and the ability to use multiple systems simultaneously.

Preferred Qualifications

• Previous outbound call center or high-volume experience using automatic dialers and scripts.
• Experience working in a metrics-driven environment with clear daily goals.
• Persuasive communication skills with the ability to handle rebuttals professionally.

Benefits & Perks

• Medical, Dental, and Vision Plans (insurance starts on the 1st of the month following your start date)
• Bi-weekly Pay with additional monthly commission bonus potential
• 401K, employee stock purchase program, and tuition reimbursement
• Employee discount programs and a range of wellness initiatives