Telesales Agent

CenterWell Senior Primary Care; Florida; On-site; USD 41,000 - 56,000; Full time

Benefits offered by this job

Medical, dental, vision benefits

401(k) plan

Paid time off

Job summary

CenterWell Senior Primary Care in The Villages, FL is seeking a Care Delivery Telesales Agent to be the first contact for prospective patients joining our primary or specialty care teams.

You will handle inbound calls from marketing campaigns, make outbound calls to new patients, assist with new patient registrations, and coordinate tours and appointments while using CRM and EMR tools to ensure accurate data and a seamless experience.

Qualifications

• 1+ years of Customer or Patient Service experience.
• Experience working in a medical office, sales or a call center environment.
• Experience using call center or EMR/CRM software.

Responsibilities

• Advocate for our brand and patient experience.
• Represent core values to new patients and coworkers.
• Provide support and care to prospective patients.
• Grow Primary Care and Medicare Advantage patient panels by scheduling tours and appointments.
• Conduct needs analysis by listening to patients’ health needs and asking questions.
• Process new patient registrations with up-to-date tools and workflows.
• Collaborate with care teams to meet prospective patients’ needs.
• Track patient information in CRM and update CRM/EMR with interactions.
• Report outcomes to assess marketing campaigns and inform future campaigns.
• Meet performance and service level goals.
• Use multiple software programs (CRM, Athena, Radix, Counsel Ear).

Skills

Customer service

Call center experience

EMR/CRM software

Tools

Athena

Radix

Counsel Ear

Job description

Become a part of our caring community

We are a patient-centered primary care-driven, community-based healthcare model. Our unique care model gives us both the time and resources to care for our patients, along with a company culture that supports a healthy work-life balance for our team members. Our mission is to empower Villagers and the surrounding communities live out their dreams by keeping them healthy and healing them quickly. Together, we are changing the way healthcare is delivered and are making a positive difference in the lives of our patients and the communities we serve. We are creating America's Healthiest Hometown.

Become a part of our caring community

We are a patient-centered primary care-driven, community-based healthcare model. Our unique care model gives us both the time and resources to care for our patients, along with a company culture that supports a healthy work-life balance for our team members. Our mission is to empower Villagers and the surrounding communities live out their dreams by keeping them healthy and healing them quickly. Together, we are changing the way healthcare is delivered and are making a positive difference in the lives of our patients and the communities we serve. We are creating America's Healthiest Hometown.

This is an on-site role working in The Villages, FL. You will report to a Supervisor, Sales Support.

Job Description

To help support our growth strategies, a Care Delivery Telesales Agent is the first contact for prospective patients looking to become a new patient of either our Primary Care and/or Specialty Care. How we answer the phone, make a quick connection with prospective patients, and advise about services we provide as part of our care model, is all a reflection of our core values and care model. Being a part of the Sales & Marketing Team, the Care Delivery Telesales Agent role is responsible for managing inbound calls directed through various marketing campaigns, making outbound calls to new prospective patients, and managing follow up calls on leads. As a Care Delivery Telesales agent, you will be responsible for the new patient registration process, including insurance verification and scheduling of new patient tours and booking new patient appointment for both our primary and specialty care providers.

Role Responsibilities

• Advocate for our brand, care model, care centers, services, clinicians, and new patient experience.
• Represent our core values of service, quality, stewardship, innovation, passion and teamwork to new patients and coworkers.
• Provide support, engagement and care to prospective patients.
• Help grow our Primary Care, Medicare Advantage patient panel. This is done through scheduling New Patient Tours for prospective patients with our New Patient Specialists. Additionally, we support our Specialty Care growth by scheduling New Patient appointments.
• Perform a needs analysis by listening to prospective patient's health needs and asking probing questions to best advise how we can assist them.
• Process new patient registration through the use of the most up-to-date resource tools and new patient workflows to ensure accurate patient registration.
• Collaborate with Primary Care and Specialty Care Teams in advising how best to meet prospective patient’s needs.
• Track prospective patient information in the CRM and update the CRM and EMR systems for all patient interactions.
• Report outcome of calls through wrap up codes to determine the success of our marketing campaigns and decisions of future campaigns.
• Meet performance and service level goals (abandoned rate, wrap-up codes, productivity, and call quality)
• Responsible for use of multiple software programs (CRM, Athena, Radix, and Counsel Ear).

Required Qualifications

Use your skills to make an impact

• 1+ years Customer or Patient Service Experience
• Experience working in a medical office, sales or a call center environment
• Experience using call center or EMR/CRM software

Preferred Qualifications

• Healthcare experience
• Proficiency with Athena

TB Statement

This role is considered patient facing and is part of Humana's Tuberculosis (TB) screening program. If selected for this role, you will be required to be screened for TB.

Scheduled Weekly Hours

40

Pay Range

The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.

$40,600 - $55,800 per year

This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.

Description Of Benefits

Humana, Inc. and its affiliated subsidiaries (collectively, “Humana”) offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.

About Us

About CenterWell Senior Primary Care: CenterWell Senior Primary Care provides proactive, preventive care to seniors, including wellness visits, physical exams, chronic condition management, screenings, minor injury treatment and more. Our unique care model focuses on personalized experiences, taking time to listen, learn and address the factors that impact patient well‑being. Our integrated care teams, which include physicians, nurses, behavioral health specialists and more, spend up to 50 percent more time with patients, providing compassionate, personalized care that brings better health outcomes. We go beyond physical health by also addressing other factors that can impact a patient’s well‑being.

About CenterWell, a Humana company: CenterWell is a leading healthcare services business focused on creating integrated and differentiated experiences that put our patients at the center of everything we do. The result is high quality healthcare that is accessible, comprehensive and, most of all, personalized. As the largest provider of senior-focused primary care, a leading provider of home healthcare and a leading integrated home delivery, specialty, hospice and retail pharmacy, CenterWell is focused on whole health and addressing the physical, emotional and social wellness of our patients. CenterWell is part of Humana Inc. (NYSE: HUM). Learn more about what we offer at CenterWell.com.

Equal Opportunity Employer

It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.