Accountabilities:

• Engage members through inbound and outbound calls, encouraging participation in care management programs and creating a respectful, supportive experience.
• Complete required non-clinical assessments and questionnaires, gathering information that can help identify health risks, care needs, and opportunities for clinical follow-up.
• Help members schedule medical appointments and connect with appropriate healthcare, preventive care, and community resources.
• Identify barriers to screenings, benefits, and health-related services and help members take practical steps toward closing gaps in care.
• Explain and support access to benefits and resources that contribute to members’ overall health and well-being.
• Accurately document member interactions, needs, and actions across multiple systems and applications while maintaining confidentiality and attention to detail.
• Operate effectively in an auto-dialer and high-volume call-center environment while meeting established productivity, quality, and service expectations.
• Apply department procedures, training, and guidelines consistently, escalating questions or complex situations when additional guidance is required.
• Manage time and workload independently while remaining flexible as member needs, healthcare priorities, and business processes evolve.

Requirements

• At least 1 year of experience managing high-volume inbound and outbound calls, preferably in a customer service, healthcare, care support, or call-center environment.
• Demonstrated experience meeting documented productivity, quality, service, or performance metrics.
• Experience navigating, documenting, and updating customer or member information across multiple applications, systems, and platforms.
• Proficiency with Microsoft Word, Excel, Teams, and Outlook for daily communication, information tracking, and documentation.
• Strong verbal communication, active listening, empathy, patience, and professionalism when working with individuals about sensitive or personal needs.
• Ability to ask appropriate follow-up questions, understand member concerns, resolve issues within established guidelines, and exercise sound judgment.
• Strong organizational and time-management skills, with the ability to work independently and remain focused in a remote, high-volume environment.
• Ability to work a scheduled 8-hour shift, including a 30-minute lunch, between 11:30 AM and 8:00 PM Eastern Time.
• Ability to participate fully in the required training schedule: 8:30 AM–5:00 PM Eastern Time during the first two weeks, with no time off permitted during the training period.
• Ability to work occasional extended hours, including evenings or weekends, when business needs require mandatory overtime.
• Reliable home internet meeting a minimum of 25 Mbps download and 10 Mbps upload, with a dedicated workspace suitable for protecting confidential health information.
• Ability to travel occasionally to designated offices for training or meetings when required.

Benefits

• Salary: $40,000–$52,300 annually for full-time employment, with actual compensation based on location, skills, experience, education, certifications, and other job-related factors.
• Remote work: Nationwide remote position with a structured schedule and flexibility to work from home.
• Health coverage: Medical, dental, and vision benefits supporting employees and their families.
• Financial benefits: 401(k) retirement savings plan.
• Time off: Paid time off, company and personal holidays, plus paid parental and caregiver leave.
• Protection and wellness: Short-term and long-term disability coverage, life insurance, and additional well-being resources.
• Professional development: Opportunities to build healthcare, customer service, care-management, and operational skills.
• Training: Structured onboarding and training designed to prepare you for member-facing responsibilities and department processes.
• Work-from-home support: Remote work environment with requirements designed to support secure, reliable service delivery and protection of confidential member information.