Outbound Telesales Agent

Conviva Care Solutions; United States; Remote; USD 45,000 - 61,000; Full time

Job summary

Humana CenterWell Senior Primary Care is seeking an Outbound Tele Sales Agent to engage members via outbound calls and schedule virtual appointments with healthcare providers. You will promote the benefits of virtual care, address questions, and maintain CRM records from a remote work setup.

Travel to Humana offices for training may be required occasionally. The role emphasizes strong verbal communication, customer engagement, and adherence to compliance and quality standards in a telephonic

Qualifications

• Strong verbal communication skills.
• Ability to connect meaningfully with customers to build emotional engagement and customer advocacy.
• Simplify complexity and integrate internal efforts to deliver an optimal customer experience.
• Comfort working in a telephonic intensive environment.
• Proficient in Microsoft Outlook, Word, and Excel.
• Must be passionate about contributing to an organization focused on continuously improving consumer experiences.

Responsibilities

• Make outbound calls to promote and schedule virtual appointments.
• Explain the benefits of virtual appointments to enhance the member experience.
• Persuade members to schedule an appointment.
• Address questions or concerns about virtual services with accurate information.
• Maintain detailed call records and scheduled appointments in the CRM.
• Follow up with members, outside entities, and providers as needed.
• Collaborate with team members to achieve scheduling targets.
• Stay informed about healthcare services to provide up-to-date information.

Skills

Verbal communication

Customer engagement

Communication clarity

Telephonic work

Customer service

Education

Bachelor's degree

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

Job description

Become a part of our caring community

The Outbound Tele Sales Agent is responsible for engaging with members through outbound calls with the primary goal of scheduling virtual appointments with healthcare providers. This role requires a strong focus on customer service, effective communication, and the ability to persuade members to take proactive steps in managing their health through virtual care options.

• Conduct outbound calls to members to promote and schedule virtual appointments.
• Effectively communicate the benefits of scheduling virtual appointments and how they can enhance members' healthcare experience.
• Utilize persuasive techniques to encourage members to agree to schedule an appointment.
• Address any questions or concerns members may have regarding virtual services, providing accurate information and support.
• Maintain detailed records of each call, including member responses and scheduled appointments, in the customer relationship management (CRM) system.
• Performs follow up with members, outside entities and/or providers.
• Ensures responses to member and/or provider inquiries are completed on a timely basis to achieve service and quality.
• Collaborate with team members and supervisors to achieve weekly and monthly scheduling targets.
• Stay informed about healthcare services and offerings to provide up-to-date information to members.
• Adhere to all compliance and regulatory requirements when handling member information.

Use your skills to make an impact

Required Qualifications:

• Demonstrates strong verbal communication skills
• Ability to connect meaningfully with customers to build emotional engagement and customer advocacy
• Simplify complexity and integrate internal efforts to deliver an optimal customer experience
• Comfort working in a telephonic intensive environment
• Proficient in Microsoft Outlook, Word, and Excel
• Must be passionate about contributing to an organization focused on continuously improving consumer experiences

Preferred Qualifications:

• Bachelor's degree
• Telephonic sales experience (inbound, outbound)
• Understanding of value-based primary care and/or Medicare Advantage
• Bilingual in English/Spanish with the ability to speak, read and write in both languages without limitations or assistance

Work at Home Requirements:

To ensure Home or Hybrid Home/Office employees' ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria: At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested. In certain roles, the minimum recommended internet speed required by Humana may not be sufficient for business needs. Humana reserves the right to require associates to upgrade their internet service if necessary. Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.

Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.

Scheduled Weekly Hours

40

Pay Range

$45,000 - $60,900 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 ser