Member Engagement Coordinator

Summary

Senture, LLC is hiring a Member Engagement Coordinator to support member access to care. The role makes high-volume outbound calls, explains and sells free in-home or virtual health evaluations, schedules appointments with licensed providers, answers questions, overcomes objections, and meets call center productivity and quality standards.

Responsibilities

• Make an average of 50 outbound calls per hour using an automated dialer system to offer, explain, and schedule free in-home or virtual health evaluations with licensed providers. Approximately 85% outbound and 15% inbound calls
• Utilize pre-approved scripts to ensure consistent and accurate communication with members. These scripts will guide you in explaining the purpose and details of scheduling healthcare evaluations
• Overcome objections using effective rebuttals to help members prioritize their health. Confidently present a product's value and guide prospects toward a 'yes' without sounding pushy
• Utilize multiple systems to schedule providers for in-home or virtual evaluations
• Adjust, reschedule, or cancel appointments as requested
• Meet daily performance metrics including appointments, calls, handle time, and productivity
• Be available to complete overtime when required based on business needs
• Participate in peer side-by-side coaching as needed
• Follow HIPAA guidelines to protect member privacy. Report member complaints to supervisors immediately

Skills

• High School Diploma or equivalent
• Desire to work in a results-driven **outbound call center environment.**
• Strong **sales aptitude** with a focus on **earning monthly incentives.**
• Motivated to achieve productivity goals with a strong work ethic
• Excellent communication skills, friendly, and conversational with members
• Ability to follow a **fixed daily schedule**, comply with feedback, and maintain confidentiality
• Proficiency in **using multiple computer systems** simultaneously
• Authorized to work in the United States
• **2 weeks of paid, mandatory training:** 100% attendance required
• Reliable, cabled internet service: 20mbps upload, 5mbps download, latency at or below 100 ms
• Satellite, cellular, hot spot, or wifi connection is not acceptable on any program
• Quiet and secure workspace free of distractions. Employees must provide their own workspace furniture
• Accountability for work schedules and compliance with security standards
• Previous experience in **high-volume (back-to-back) call centers** and with auto-dialers is highly desirable

Qualifications

Must Haves

• High School Diploma or equivalent
• Desire to work in a results-driven **outbound call center environment.**
• Strong **sales aptitude** with a focus on **earning monthly incentives.**
• Motivated to achieve productivity goals with a strong work ethic
• Excellent communication skills, friendly, and conversational with members
• Ability to follow a **fixed daily schedule**, comply with feedback, and maintain confidentiality
• Proficiency in **using multiple computer systems** simultaneously
• Authorized to work in the United States
• **2 weeks of paid, mandatory training:** 100% attendance required
• Reliable, cabled internet service: 20mbps upload, 5mbps download, latency at or below 100 ms
• Satellite, cellular, hot spot, or wifi connection is not acceptable on any program
• Quiet and secure workspace free of distractions. Employees must provide their own workspace furniture
• Accountability for work schedules and compliance with security standards

Nice to Haves

• Previous experience in **high-volume (back-to-back) call centers** and with auto-dialers is highly desirable

Benefits

• 2 weeks of paid, mandatory training
• All equipment provided
• Competitive benefits
• PTO
• Growth and development opportunities
• Fully remote, work from home
• Lucrative monthly incentive plan; top performers can earn up to $1045.00 in incentives
• Top ten MECs will also qualify for an additional $250
• Peer side-by-side coaching as needed