Senture USA Careers 2023 | Apply For Outbound Call Center Rep Jobs In Dallas, TX

As part of the Member Engagement team, you will contact members of various health plans by phone to offer, explain, and schedule a free in-home or virtual healthcare evaluation. In addition, you will adjust and reset appointments and schedules as required. You will strive to work diligently to meet department goals for productivity, quality, and customer service.

This role will report to a Member Engagement Supervisor.

What will you do?

• Handle a high volume (average 50 per hour) of outbound calls placed by an automatic dialer system to health plan members to offer, explain, and schedule a free in-home health evaluation.
• Follow approved scripts when discussing health evaluations with members, ensure members understand and are comfortable with the terms of the evaluation, and respond to rebuttals effectively, persuasively, and with professional courtesy.
• Must be able to utilize 20+ regulated scripts approved by both clients and program
• Present a positive, professional, and high energy approach to clients, health plan members, and the workforce while following departmental procedures.
• Meet daily goals set by the department (i.e., 300-400 outbound dials per day, 24 appointments set per day, shift and attendance policy adherence, quality targets, etc.) in an office or remote environment.
• Leverage various systems to schedule providers to conduct in-home or virtual health evaluations
• Adjust, reschedule, and cancel appointments with both members and contracted providers, if requested.
• Tracking personal results including appointments, calls, handle time, and productivity by using designated reporting systems.
• Act on available overtime, based on business needs.
• Report member complaints immediately to Member Engagement Supervisors.
• Act as a subject matter expert for peer side-by-side coaching as needed.
• Receive ongoing mentorship and accept constructive feedback while responding appropriately.
• Be responsible for the security and privacy of any protected health information accessed during normal work activities by following HIPAA guidelines.

We are looking for someone with:

• A High School Diploma or equivalent
• A desire to work in an efficient, results-oriented outbound call center environment.
• A strong sales aptitude, with the ability to earn $4,000+ per month in salary and uncapped commissions.
• A strong work ethic, highly motivated to achieve sales and productivity goals.
• Good communication skills, friendly and conversational with members.
• Ability to abide by HIPAA guidelines and maintain confidentiality.
• A willingness to comply with a fixed daily schedule, including start, breaks, lunch, and end times.
• An ability to take direction and positively receive feedback.
• Eagerness to learn and grow professionally.
• Strong computer skills and the ability to use multiple systems at the same time, while answering calls.
• Previous experience in a high volume, metrics driven environment is highly desirable.
• Previous outbound call center experience is highly desirable.
• Previous script and auto-dialer experience is highly desirable.
• Authorization to work in the United States.

Work From Home Requirements:

• To qualify, you must have verified and reliable internet service with 20mpbs upload and 5 mbps download ability available in your home.
• The company will provide equipment (keyboard, monitor, computer, headset, etc.). All applicants must provide their own workspace furniture and ensure a quiet workspace.
• Be available, accessible, and accountable to work during established work schedules and shifts, follow technical support processes, comply with organizational security and compliance standards, training, performance management, recurring management routines, manual and automated remote monitoring policies, etc.

Conditions of Employment:

• Successful completion of prehire testing
• Successful completion of background check is required for this position.
• Must be able to provide proof of education

• Answer customer inquiries with professional courtesy, giving exceptional customer service to each customer, based on client specific instruction.
• Document each customer’s inquiry information into a database.
• Verify customer’s information, making corrections and updates as needed.
• Actively listen to recognize opportunities to offer additional information to callers ensuring the caller and client has received the best customer service experience possible.
• Follow-up with callers as necessary.
• Use statistical contact center data to make improvements to performance.
• Outbound calling for surveying to obtain client specific information.
• Shift and Schedule adherence.

Please Note: This posting is for Work at Home positions only in the Waco, Killeen, and Temple TX area. Senture provides the equipment needed to complete work. The employee is responsible for having reliable cable internet that meets minimum speed requirements. Representatives will be provided with the equipment, training, and support needed to ensure they are successful. Employees are required to have fast and reliable internet in order to work from home. Whether it is your first day on the job or your 500th call, a member of the Senture team will be there to support you.
A member of the recruiting team will review the multiple contracts available at Senture and help determine which is a best fit for you.
This requisition is being used to build a pipeline for future recruiting needs.
Requirements:

• High School Diploma or GED
• Prior call center or customer service experience highly desired
• Effective verbal and written communication skills
• Ability to multi-task
• Knowledge on how to operate a computer, use internet search engines, and navigate multiple windows/tabs
• Cable Internet that meets minimum speed requirements (Satellite internet or wifi is not acceptable.)
• Ability to sit for extended periods of time
• Ability to successfully pass a background investigation and drug screen
• Must successfully pass preemployment criteria testing and internet speed test

To expedite the process, please complete the criteria assessments after submitting your application!
Link to criteria assessments:
https://www.ondemandassessment.com/link/index/JB-8AGNAO4M4?u=1027207