Outbound Call Center Rep - Remote - job 1 of 2

As an Outbound Call Center Rep at Signify Health, your primary responsibilities include making approximately 50 outbound calls each hour to members of Medicare Advantage and Medicaid health plans. You'll be explaining and scheduling free healthcare evaluations with providers, ensuring clarity and comfort for the members. Additionally, you will adhere to daily productivity targets, manage appointment adjustments, and report member feedback to your manager to enhance service quality.

To apply for the Outbound Call Center Rep position at Signify Health, a high school diploma or equivalent is preferred. You should have at least one year of call center experience or two years of general work experience. Previous experience in a high-volume outbound call center, preferably using an auto dialer and scripts, will be beneficial. Strong communication and computer skills, along with the ability to work in a results-oriented environment, are also essential qualifications.

Signify Health provides a comprehensive 10-day paid training program for new Outbound Call Center Reps. This training typically runs Monday through Friday from 8 AM to 4:30 PM. During this period, you will learn essential skills, familiarize yourself with the scripts, and understand the company's protocols, ensuring you're well-equipped to start engaging with members effectively.

For the Outbound Call Center Rep role at Signify Health, you'll need to ensure you have a reliable internet service with at least 10MB upload/download speeds. While the company provides equipment such as a keyboard, monitor, computer, and headset, you must furnish your own workspace furniture. Additionally, it’s crucial to maintain a quiet workspace to facilitate effective communication with members.

Outbound Call Center Reps at Signify Health can expect competitive benefits that include medical, dental, and vision insurance starting from the first month after your start date. You will also enjoy bi-weekly pay along with the potential for monthly commission bonuses, a 401K plan, and employee stock purchase programs. Additionally, opportunities for tuition reimbursement and various employee discounts further enrich your overall compensation package.

Handling rejection is an essential skill for an Outbound Call Center Rep at Signify Health. One effective way to deal with rejection is to view it as a natural part of the sales process and not take it personally. Focus on the positive exchanges you've had, learn from feedback, and remember that persistence is key. Practicing self-care outside work can also help in maintaining a positive attitude.

In your response, share a specific instance where you consistently met or exceeded productivity targets. Use metrics or numbers to quantify your achievements, such as 'In my last role, I managed to increase my daily call volume by 30% through better time management and prioritization of my calls.' Highlight your strategies for self-motivation as well.

Engaging potential customers effectively involves a mix of active listening, asking pertinent questions, and building rapport quickly. You might mention using open-ended questions to gather information, reflecting back what the customer says to make them feel heard, and adapting your tone and pace based on the customer's responses. Tailoring your approach within the script can also boost engagement.

Compliance with regulations like HIPAA is critical in healthcare roles. Emphasize your understanding of the importance of patient privacy and the specific guidelines you've followed in previous positions. Detail steps you take such as confirming identities before sharing information, securing records properly, and staying informed about relevant regulations to ensure full adherence.

Discuss qualities like strong communication skills, empathy, resilience, adaptability, and a results-driven mindset. Provide specific examples of how you've demonstrated these traits in the past or how they align with Signify Health's mission of making a difference in healthcare.

When faced with difficult customers, emphasize the importance of remaining calm and empathetic. Share your strategy of listening carefully to their concerns, using validation techniques, and working toward a resolution. Mention that your ultimate goal is to turn their negative experience into a positive one by providing solutions that meet their needs.

In your answer, describe a specific instance where you were required to learn swiftly. Mention your techniques, such as breaking down the script into manageable pieces, practicing with colleagues, or using role-playing exercises. Highlight the outcome and how your proactive learning contributed to your success.

Effective time management in a call center starts with planning and prioritization. Discuss your use of tools like a schedule or checklist to track your calls and tasks, as well as setting mini-goals throughout the day. You can also talk about being adaptable and re-evaluating your strategies if things don’t go as planned.

Express your passion for improving healthcare and how Signify Health's mission resonates with you personally. Provide insights into what you admire about the company, such as their commitment to patient care and innovative approaches. Articulate how your skills and values align with the company's goals.

In your response, focus on your collaborative spirit and commitment to shared success. Mention specific ways you aim to contribute positively to the team environment, such as participating in training, sharing best practices, and being open to feedback, all while aligning with Signify Health's values of respect, humility, and excellence.