Pipeline-Customer Service Associate Representative

Mindlance; Philadelphia (Philadelphia County); Remote; USD 60,000 - 80,000; Full time

Job summary

A leading company is seeking a remote representative to engage with health plan members. The role focuses on scheduling cancer screenings and providing concierge-level customer service, requiring empathy and strong communication skills. Ideal candidates will have previous contact center experience and basic computer skills.

Qualifications

• 1+ year previous experience in a contact center setting preferred.
• Typing speed of more than 30 words per minute is required.
• Basic understanding of Microsoft Outlook and Webex Teams.

Responsibilities

• Conducting research and making outbound calls to members.
• Scheduling appointments for cancer screenings and wellness visits.
• Maintaining clear communication with members and physicians.

Skills

Customer Service Skills

Phone Skills

Computer Skills

Basic Microsoft Excel

Multitasking

Empathy

Education

High School diploma or equivalent

Job description

Duties

100% remote

Need a hard-wired internet set up with at least 5 Mbps of upload speed and 10 Mbps download speed

Must be able to work any shift between 8am-8pm EST Monday-Friday

Representative will work directly with the members. They are responsible for building rapport and educating members on their available options, including but not limited to, facility or screening options, preventative screening services available to them, or other alternative treatment options. The intent is to assist the member in selecting the option that best pertains to them. Daily duties include:

1. Conducting research on each case, reaching out to the physician's office, making outbound calls to our members, and fielding incoming calls from members
2. Tracking and communicating system errors in an expedient and thorough manner
3. Self-reporting metrics successfully and regularly
4. Taking requests for care management from patients, physician offices, or imaging centers
5. Researching issues regarding the certification process and forwarding to the appropriate parties
6. Delivering basic technical, administrative, or operative customer service tasks
7. Performing simple data entry, sorting requests, and maintaining files
8. Understanding simple instructions and procedures
9. Performing customer service duties under direct instruction and close supervision
10. Work is allocated on a day-to-day or task-by-task basis with clear instructions
11. Entry point into professional roles

For our Consumer Engagement Preventive care program, these representatives' duties include reaching out to members for various health plans to inform them of their eligible cancer screenings/wellness visits, and scheduling their appointments. The program's function is to inform members about their yearly mammogram, cervical cancer screening, colonoscopy, and/or annual wellness visit. The representative will schedule appointments and confirm procedures were performed. Agents will make outbound calls through an automated dialer, manual outbound calls, and receive inbound calls from members.

Skills

• Connect with an average of 50-80 inbound and outbound callers per day, including members and physician's offices.
• Build rapport with members, providing a full concierge service that includes assistance with selecting proper treatment locations.
• Utilize script pathways to educate members on facilities, screening options, and alternative treatments, and ask follow-up questions to determine their best options.
• Meet or exceed performance metrics related to scheduling appointments and confirmations.
• Consistently multitask and conduct research on each case, toggling through various applications on multiple screens.
• Be empathetic, understanding that we are dealing with sensitive content with our members.

Minimum Experience required:

• 1+ year previous experience in a contact center setting on outbound calls or dialer experience, ideally preferred, and/or telephonic sales experience
• Phone skills
• Computer skills
• Basic Microsoft Excel, Outlook, and Webex Teams skills
• Must be able to type more than 30 words per minute
• Customer Service Skills (preferred)

Non-negotiable skills:

• Must have basic computer understanding/skills

Education High School diploma or equivalent

EEO:
“Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of – Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.”