Contact Center Representative - Remote

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

Outbound Appointment Scheduler/Contact Center Representative - Remote

We are hiring for our September 18th 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

• 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.
• 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.

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.

• This is a high sales focused type position
• 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 (we provide the equipment you will require)
• 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
• Start Date: Monday, September 18, 2023 (Interview cut off date is 9/6/2023)
• Regular work shift hours after training are: varied
• Location: Remote
• Type: Full-Time
• Rate of Pay: $17.00/Hour, Bonus Incentives after training, $1.00 Bilingual Differential

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, and additional voluntary benefits.

POSITION SUMMARY:

The Member Relations Representative (MRR) 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.

• Identify and address the member’s concerns and anticipates future needs by providing additional information, as needed.
• Successfully complete MRR new hire training and nesting to include attendance and full participation in all classes and nesting for the first four weeks of employment
• Perform other duties as assigned
• Accurately and concisely, document customer feedback and special needs indicated during each call in computer based system.
• Make outbound calls to health plan members to coordinate and schedule in-home and telehealth CHAs
• Explain the benefits of health risk assessments and overcome objections
• 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.).

Must Haves:

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

Required Experience/Skills and Abilities

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

Attributes for success:

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

Work from Home Requirements:

• Required to have computer set-up within 15 ft. of router to be hardwired connected. Matrix provides 15ft Ethernet cord.
• 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.
• Adhere to Matrix Medical Network’s Telecommuting Policy
• 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

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 close vision, peripheral vision, and ability to adjust visual focus, hearing and smelling
• 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.
• 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 moderate to intense concentration due to complexity of the job

Our Culture:

• 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.
• We emphasizes innovation and growth, and you will be given the opportunities and tools to develop personally and professionally.
• We encourage and celebrate collaboration.

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].

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