Job Description

SH-731 Outbound Call Center Representative, IN

Duties/Responsibilities:

• Responsible for providing initial contact between distinct Care Management/Quality programs and specific identified members.
• Under direct supervision handles inbound/outbound enrollment and engagement calls via the WDE dialer system with eligible members to provide information regarding program features.
• Primary duties may include, but are not limited to: Gathers and records appropriate member information in accordance with policies and procedures via telephone.
• Encourages members to participate in the Care Management/Quality programs by providing information about the program, outlining program features/value and explaining available services.
• Records call details and utilize call scripts as needed based on client requirements. Directs member inquiries to appropriate clinical staff.
• Initiates referrals and manages consults from clinicians for participants registered in Care Management/Quality.
• Gathers information from hospitals, health plans, physicians, patients, vendors and other referral sources.
• Contacts physician offices to obtain demographic information or related data as needed.

Education and Experience:

• Requires a HS diploma or the equivalent and a minimum of 6 months of experience in a telesales or customer service; or any combination of education and experience which would provide an equivalent background.
• Computer/keyboarding proficiency strongly preferred.
• Knowledge of company products, services and benefits preferred.

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