Remote Call Center Outreach Coordinator

Your Mission :

On the phone : You will leverage your exceptional skillset to change the lives of our members and Pyx Health users. You are a maven on the phone with a unique ability to get members excited about the following, but not limited to outbound calling to offer the amazing services Pyx Health has to combat the effects of loneliness, calling patients on behalf of their hospital or health plan to introduce programs, and filling out questionnaires with the goal of inviting and enrolling them to participate.

As a team player : Foster and develop strong communication skills, decision-making, problem-solving, encouraging personality, and flexibility with pivoting projects or goals.

How You Will Do It On a day-to-day basis, you will be the voice of Pyx Health with our members. Your every phone interaction will define whether our members' experience is life changing.

Your goal each day will be to enroll members or patients who will use any Pyx Health programs and benefit from any future interactions that will improve their wellness journey.

At this stage in our growth, our processes are constantly changing. The outreach coordinator's role will demand flexibility and the ability to adapt as our processes change.

You have a unique opportunity to think outside the box and have a strategic influence on how we engage our users and improve adoption.

Responsibilities :

• Establish trusting, supportive, collaborative relationships with members and their caregivers.
• Conduct a minimum of 200+ daily outreach calls to a targeted list of eligible members to describe the benefits of Pyx Health's program and enroll.
• Answer inbound calls from members, providers, and other resources courteously, respectfully, and timely.
• Capture relevant information about the member's demographics and healthcare information and document in the member's record
• Follow approved scripts, ensuring members understand and are comfortable with the terms, and respond to resistance persuasively and with professional courtesy
• Present a positive, professional, high-energy engaging approach to members and team members
• Report member feedback, including concerns, hesitation, complaints, and escalations, immediately to leadership following the policy and procedure established
• Meet daily / weekly / monthly goals set by the department (i.e., number of outbound calls, call quality standards and enrollment targets)
• Demonstrate empathy with our users who are on a healthcare journey. Gather user feedback and disseminate it amongst the team.
• Work within multiple systems, including customer relationship management platforms, telephony, email, and other systems as required.
• All other duties as assigned

Requirements :

• 2+ years of outbound contact center experience in a healthcare environment required.
• Previous outbound call center or high-volume experience working in a metrics-driven environment.
• Bilingual English / Spanish preferred.
• Flexible to work a structured schedule that includes weekends and evening hours up to 8 : 00 p.m. in a HIPAA-compliant remote setting.

Skills :

• Exceptional customer service, active listening, verbal and written communication skills
• Persuasive with the ability to overcome resistance while treating all members with professional courtesy
• Must be compassionate and empathetic with exceptional rapport-building skills
• Ability to use multiple systems at the same time while making calls
• Must be proficient in Microsoft Office : Outlook, Word, Excel, PowerPoint
• Comfortable working in a fast-paced environment with shifting priorities.
14 days ago