Outbound Representative

Location: Steward Health Care Network

Posted Date: 3/23/2021

Steward Health Care Network (SHCN) takes pride in its community-based care model, which drives value-added tools and services to our communities, patients, physicians, and hospitals across the continuum of care. In addition, Steward Health Care Network promotes care coordination and collaboration within the network in order to provide high-quality, efficient care to patients. With Steward in the community, all residents can be sure that there is a world class doctor close to where they live.

The network is also responsible for the implementation and execution of our managed care contracts, medical management services, quality improvement programs, data analysis, and information services.

Position Purpose: The Outbound Representative is responsible for supporting the outbound Steward Health Care Network line of business. The Outbound representatives will be contacting patients/members to provide information, services, and remarkable customer service.

• Providing senior level customer service through inbound/outbound contact.
• Responsible for meeting call metrics in association to specific role.
• Respond efficiently and accurately to callers, explaining possible solutions and occasionally diffusing angry patients.
• Ensure that patients feel supported, valued, and engaged in their health care planning.
• Generate and maintain outreach documentation per outreach attempt.
• Keep accurate reporting and effectively communicate weekly progress to supervisor.
• Utilize software, databases, scripts, and tools appropriately.
• Attend team and individual meetings as required.
• Maintain team relationships and help foster a positive work environment.
• Meet personal/team qualitative and quantitative goals, 95% of the time.
• Learn and perform other duties in other lines of business, as needed.
• Complete all necessary trainings and follow company policies.
• Create goals and pursue career development
• Learn and support other lines of business

Education / Experience / Other Requirements

Education:

• High School Diploma or GED
• Associates Preferred

Years of Experience:

• Minimum: 2 years customer experience (Call Center experience preferred)
• Preferred: 4 years customer experience (Call Center experience preferred)

Specialized Knowledge:

• Microsoft Office programs
• Excellent communication abilities
• Must be flexible, organized, and function well under pressure
• Ability to learn and assist in other job roles
• Bi-lingual English/Spanish preferred
• Knowledge in health care services and medical terminology desired
• Call Center technology and programs

Steward Health Care is an Equal Employment Opportunity (EEO) employer. Steward Health Care does not discriminate on the grounds of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity and/or expression or any other non-job-related characteristic.