Medical Outbound Contact Center

The Engagement Specialist joins the WellBe team’s efforts in acquiring new patients and helping our patients to lead a more meaningful life. This unique role provides the opportunity to directly contribute to WellBe’s growth as well as improve our ability to help people receive WellBe’s life-changing care.

We need you to be an expert at communication and building relationships in order to engage patients and schedule in-home visits from WellBe. A normal ‘day in the life’ consists of conducting outbound calls to prospective patients to schedule in-home comprehensive wellness visits and health risk assessments. The Engagement Specialist connects with potential new patients, provides answers to their questions, and supports our in-home care team to engage patients in their health. The Engagement Specialist is truly the first point of contact for a patient and will be responsible for introducing the patient to WellBe and all the great benefits they qualify for. The Engagement Specialist oversees the monitoring and measuring of call outcomes and works with the engagement team to maximize our ability to enroll new patients.

Engagement is the starting point for WellBe to support people who are in need, and this role is a critical part of our commitment to our patients. By joining WellBe, you will be able to make an immediate difference in the lives of many people.

POSITION RESPONSIBILITIES:

• Communicate the WellBe model and persuade patients to schedule initial in-home visits
• Make outbound calls (90% of time) and/or receive incoming calls from health plan members to coordinate and schedule in-home visits with nurse practitioners
• Follow call scripts for engagement and be adept at framing conversations tailored for the individual you are speaking to
• Answer questions, clarify information and provide solutions for potential patient concerns
• Explain the benefits of health risk assessments and overcome patient concerns or objections
• Accurately and concisely document customer feedback and special needs indicated during each call in a computer-based system
• Identify any current issues and anticipate future needs by providing additional information, as needed
• Navigate an electronic medical record to access the appropriate information required
• Utilize standard office equipment, including telephone, and computer
• Perform special projects as needed
• Other duties may be assigned, based on company's needs

POSITION REQUIREMENTS:
Educational Requirements:

• High School education or equivalent
• College degree preferred

Required Skills and Abilities:

• Must have great interpersonal skills, excellent verbal and written communication skills, with good command of the English language
• Must possess the ability to navigate tough conversations, handle objections gracefully, and understand and address the needs of patients
• Must have a passion for helping people 
• Experience assisting patients in navigating the complex health system is a plus 
• One (1) year of outbound call center experience required; experience in health care, high end travel and hospitality, or education is a plus
• One (1) year sales experience in an appointment setting, lead generation, insurance sales, vacation sales, preferred
• Demonstrated ability in explaining a service or program and ability to overcome objections to participation
• Medicare experience preferred
• Must be comfortable speaking with Medicare beneficiaries by phone
• Must be able to speak clearly and unencumbered on the phone
• Must be dynamic and engaging on the phone and demonstrate superb active listening skills
• Excellent data-entry skills and proven ability to navigate multiple computer screens while conducting a customer call
• Must demonstrate basic skills in Microsoft Outlook, Excel, or equivalent applications, and be familiar with call center software applications
• Demonstrated ability to organize, take initiative and follow-up independently
• Proven time management, multi-tasking, prioritization and follow-up skills in a rapidly changing environment
• Ability to think independently and make decisions, while adhering to company standards and guidelines
• Ability to work independently while being a productive member of the team
• Ability to work in a fast-paced dynamic growth environment
• Must be open to a flexible work schedule, including contacting patients outside of standard business hours in order to reach patients at the time of day most convenient for the patient.

Preferred Skills:

• Bi-lingual

Work Conditions:

• Requires prolonged sitting. May require some bending, stooping, twisting, and/or stretching from seated or standing positions
• Requires eye-hand coordination and manual dexterity sufficient to frequently operate a keyboard, telephone, copier, calculator and other office equipment
• Requires normal range of hearing and eyesight to record, prepare and communicate appropriate information via telephone or computer
• Requires moderate to intense concentration due to complexity and/or need to meet deadlines, and flexibility to readily adapt to a changing environment
• Must be able to lift 10 lbs. or more

Supervisory Responsibility: No supervisory responsibilities

TRAVEL REQUIREMENTS : No travel required

The preceding functions may not be comprehensive in scope regarding work performed by an employee assigned to this position classification. Management reserves the right to add, modify, change or rescind the work assignments of this position. Management also reserves the right to make reasonable accommodations so that a qualified employee(s) can perform the essential functions of the position.