Outbound Call Center - No Nights or Weekends - $19.50/hr - Hybrid/Remote
Job title: Outbound Call Center - No Nights or Weekends - $19.50/hr - Hybrid/Remote in Worcester, MA at Fallon Health
Company: Fallon Health
Job description: ResponsibilitiesJob Responsibilities:
- Exhibits courtesy, compassion, empathy, and respect in all outbound communications with members and providers. Utilizes proper judgment in handling difficult or unusual calls.
- Responsible for learning and keeping current with Fallon products, policies and procedures.
- Responsible for documenting the results of all outbound calls using an electronic or written form.
- Makes Welcome/Outreach telephone calls to Fallon members providing product knowledge, customer assistance, and problem solving.
- Administers member telephone surveys. Working from a script, asks both open-ended and closed ended questions of members in order to capture information such as why the member joined Fallon, how satisfied the member is with Fallon and why the member left Fallon.
- Maintains the highest degree of member/patient confidentiality.
- Works both as a team member and as an individual depending on assigned project.
- Works on special projects and other tasks such as focus group recruitment and data entry as assigned by the Market Research Managers or executive staff.
- Assists Fallon members by creating formal research cases. When necessary, is responsible for properly documenting member issues and entering information into a specialized company database.
- Adaptability – Handles day-to-day work challenges confidently. Is willing and able to adjust to multiple demands, shifting priorities, ambiguity, and rapid change. Shows resilience in the face of constraints, frustrations or adversity. Demonstrates flexibility
- Perseverance – Pursues everything with energy and drive and a need to finish. Seldom gives up before finishing, especially in the face of resistance or setbacks.
- Problem solving – Solves difficult problems with effective solutions. Asks good questions. Can see underlying or hidden problems and patterns. Is excellent at honest analysis. Looks beyond the obvious.
- Duties are generally procedural, allowing the individual to perform independently with intermittent supervision, in conformance with written instructions, established timeframes, and predetermined priorities. Problems not clearly defined by written directions or instructions are reviewed with Market Research Manager to determine course of action.
- Minimum of one year Customer Service experience in a call center environment
- Computer skills