Contact Center Representative - Remote

Do you enjoy helping people? Do you have persuasive sales skills? Can you set goals and get results?

Contact Center Representative - Remote

We are hiring for our June 19th training class!

Training Hours: The first four weeks are Monday - Friday and 9:00 - 5:30 pm EST

and 8:00 am-4:30 pm CST

**Varied work shifts available

• A chance to work with great people on exciting projects.
• Competitive Compensation: Be rewarded for your effort and passion while making a difference in the community.
• Our opportunities allow you to leverage your expertise and compassion, making a direct impact to the health and well-being of members.
• The opportunity to work with one of the fastest growing companies in healthcare whose vision is to provide unparalleled quality and value to providers and members.

About the Job:

At Matrix, you will have endless opportunities to positively impact the communities in which we work and to affect the lives of health plan members who we serve. Everything Matrix does starts with a successful phone call that encourages health plan members to accept our invitation to visit them and support their health needs in their home or via telehealth.

• Location: Remote
• Start Date: Monday, March, 20, 2023 (Interview cut off date is 3/8/2023)
• Type: Full-Time
• Must have a functioning router and ethernet cord to be hardwire connected to meet Work From Home Requirements. Required in place of residence where you will be working from
• Training Hours: Training the first four weeks are Monday - Friday and 9:00 - 5:30 pm EST and 8:00 am - 4:30 pm CST
• This is a high sales focused type position
• Rate of Pay: $17.00/Hour, Bonus Incentives after training, $1.00 Bilingual Differential
• Regular work shift hours after training are: Varied

Benefits Offered to include: Medical, Dental, Vision, paid time off, paid holidays, 401K with company matching, voluntary life insurance, short term disability, long term disability, employee assistance program, health saving account, flexible spending accounts, additional voluntary benefits and tuition discount available.

POSITION SUMMARY:

The Member Relations Representative (MR) makes outbound calls to health plan members to coordinate and schedule in-home and telehealth clinical health assessments (CHAs). This position is responsible to ensure responses to member inquiries are completed on a timely basis to achieve service and quality standards.

• Explain the benefits of health risk assessments and overcome objections
• Identify and address the member’s concerns and anticipates future needs by providing additional information, as needed.
• Perform other duties as assigned
• Make outbound calls to health plan members to coordinate and schedule in-home and telehealth CHAs
• Follow standard policies/practices and works to meet or exceed departmental scheduling Key Performance Goals (Attendance, ACW, Utilization, Schedule Adherence, Assessments scheduled per hour, Call Quality, etc.).
• Successfully complete MR new hire training and nesting to include attendance and full participation in all classes and nesting for the first four weeks of employment
• Accurately and concisely, document customer feedback and special needs indicated during each call in computer based system.

Must Haves:

• Capacity to multi-task, including use of multiple computer applications and monitors simultaneously
• Demonstrated ability to explain/educate on the benefits of a service or program and overcome objections to participation
• Ability to think independently and make decisions, while adhering to company standards and guidelines
• Adaptable with the ability to thrive in a fast paced environment
• Experience in a metrics driven environment, Key performance goals (Attendance, ACW, Utilization, Schedule Adherence, Assessments scheduled per hour, Call Quality, etc.).
• Excellent verbal and written communication skills, with good command of the English language, and strong interpersonal skills. Must be comfortable speaking with Medicare beneficiaries by phone.
• Strong typing and computer navigation skills
• Ability to work independently, while being a productive member of the team
• Proficiency in Microsoft Office applications including Outlook

Required Experience/Skills and Abilities

• 2 years recent sales experience required
• Engaging and persuasive verbal sales skills
• High volume Outbound call center experience
• Bilingual in Spanish a plus
• High volume Outbound call experience
• Stable work history
• 2-3’s years recent consecutive call center experience required

Attributes for success:

• Timely, effective problem solver
• Adaptable in a fast-paced, dynamic environment
• Self-starter and resourceful
• Able to follow instruction
• Accountable
• Ability to connect with people
• Drive for excellence and high-quality results
• Unquestionable integrity
• Sales driven
• Great teammate with strong sense of ownership and accountability
• Computer Savvy

Work from Home Requirements:

• Required to have a dedicated work area established that is separated from other living areas and provides information privacy
• Required Internet speed and broadband connection of 20 mbps download and 5 mbps upload for single household user. Two household users require a minimum download of 40 mbps and minimum upload speed of 10 mbps. Three or more household users require a minimum download speed of 60 mbps and minimum upload speed of 15 mbps.
• Required to have computer set-up within 15 ft. of router to be hardwired connected. Matrix provides 15ft Ethernet cord.
• Must have a functioning router and Ethernet cord to be hardwire connected to meet Work From Home Requirements in place of residence where you will be working from
• Adhere to Matrix Medical Network’s Telecommuting Policy

Educational Requirements:

• High School Diploma, GED, OR equivalent years of work experience

Supervisory Responsibility:

• None

Travel Requirements:

• None

Work Conditions:

• General office environment.

Physical and Psychological demands:

• Requires prolonged sitting
• Requires bending, stooping, twisting, kneeling, crouching, drawling and/or stretching from seated or standing positions
• Requires eye-hand coordination and manual dexterity sufficient to operate medical equipment, keyboard, telephone, copier, calculator and other office equipment
• Requires close vision, peripheral vision, and ability to adjust visual focus, hearing and smelling
• Requires moderate to intense concentration due to complexity of the job
• Requires flexibility to readily adapt to a changing and growing environment
• Requires normal range of hearing and vision to record, prepare and communicate appropriate information via telephone or computer.

Our Culture:

• We emphasizes innovation and growth, and you will be given the opportunities and tools to develop personally and professionally.
• As a clinical organization, we support vaccinations because we care about the health and safety of our colleagues and those we serve. Moreover, our clients are increasingly expecting us to be vaccinated due to the vulnerability of those we serve. As such, Matrix Medical Network requires that all team members are fully vaccinated against Influenza and COVID-19, unless they are eligible for a specific exemption.
• We encourage and celebrate collaboration.
• We have a clear vision of where we are going, and we are guided by core values that embody our organization and our culture.
• We have a deep commitment to positively impact the communities in which we work and to make a difference in the lives of who we serve.

Matrix Medical Network is an Equal Employment Opportunity Employer. It is the policy of Matrix to provide equal employment opportunities without regard to race, color, religion, sex, gender identity or expression, pregnancy, age, national origin, age, disability, marital status, veteran status, sexual orientation, genetic information or any other protected characteristic under applicable law. It is also the policy of Matrix that qualified individuals with disabilities receive equal opportunity in regard to job application procedures, hiring, and all aspects of the employment process. Matrix is committed to the full inclusion of all qualified individuals. Consistent with the Americans with Disabilities Act (ADA) and applicable state and local laws, it is the policy of Matrix to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. If reasonable accommodation is needed to participate in the job application or interview process, pre-employment testing, to otherwise participate in the selection process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact [email protected].

Type: Remote, Standard Full Time, Direct Hire - Call Center Representative, Work from home, WFH, REMOTE, Sales, scheduler, scheduling, Matrix Medical Network, Remote, contact center,, call center, benefits, health care, outbound calls, inbound calls, auto dialer, training class, Five9, SharePoint, Evening shift, Second Shift, Afternoons