Position: Call Center Representative (Engagement Specialist)
The Call Center Representative is the first Monogram Health voice the patient comes in contact. The Call Center Representative is responsible for reaching out to patients over the phone to begin the process of educating them of existing benefits of their healthcare plan and encouraging and facilitating their enrollment into our program. The Patient Care Center is open and staffed seven (7) days per week between the core business hours of 8:00am to 7:00pm (CST) Monday through Friday, and 8:00 am – 5:00 pm (CST) Saturday and Sunday. The selected individual will be required to work on-site and may be required to work weekends and holidays. All Patient Care Center staff are expected to demonstrate adaptability, empowerment, collaboration, ownership, compassion, and integrity.
Roles and Responsibilities
- Conducts a high volume of outbound calls, hot or cold leads, to prospective patients and receives inbound calls from patients and providers.
- Effectively communicates and sells the value of Monogram Health based on the needs of our patients to increase enrollments.
- Conducts outreach to existing patients to schedule annual exams or re-engage as necessary based on missed or needed visits; is able to reinforce the value of our services and overcome objections
- Adheres to procedures, workflows, and scripts to ensure confirmation of HIPPA and Health Plan eligibility and accurate and applicable communications and information about Monogram Health services.
- Protects the health care privacy of patients by strictly following HIPAA regulations.
- Notates and enters data as needed into Salesforce, as required to support all activities of the call.
- Fields calls with a positive attitude, building rapport and trust with patients.
- Supports Monogram Health as necessary with any tasks required to deliver excellent personalized care and performs all other job-related duties as assigned.
- Proficiency in using various software, electronic health record platform(s), and multiple screens.
Essential Job Functions:
- Visual acuity – 100% to read scripts, company literature such as workflow guides and resources, and electronic files, patient demographics.
- Hearing – 100%– ability to hear and respond to phone calls, converse with patients, colleagues, and others.
- Manual dexterity for repetitive motion 100% - essential for keyboarding, data entry, patient call documentation and dispositioning, and as necessary computer dialing.
- Sitting - 100%
- Standing – 5%
- Walking – 2%
- On-site position – 100%
Position Requirements
- High School Diploma or GED required.
- English language proficiency required; bilingual (Spanish/English) preferred.
- Proven ability to learn and retain information in an exceptionally fast-paced environment.
- Proven ability to balance multiple competing priorities while meeting or exceeding deadlines.
- Must possess an innate ability to overcome objections.
- Must be dependable, with a strong dedicated work-ethic, attention to detail and accuracy.
- Thrive in a very fast paced start up environment while embracing change with a "can do" attitude.
- Demonstrated verbal, listening and written communication skills are required.
- Demonstrated experience in sales, telemarketing, in the health care industry and heavy outbound appointment setting is a significant strongly preferred. Knowledge of medical terminology
- Previous home health and care management experience preferred.
Benefits
- Opportunity to work in a dynamic, fast-paced, and innovative value-based provider organization that is transforming the delivery of kidney care.
- Comprehensive medical, dental, vision and life insurance
- Flexible paid leave and vacation policy
- 401(k) plan with matching contributions
About Monogram Health
We are dedicated to improving the well-being, quality of life and health outcomes for our patients by partnering with the nation's leading kidney specialists to provide transformative kidney care. Monogram Health supports patients suffering from chronic kidney disease and End Stage Renal Disease by forming deep rooted relationships and preparing them both emotionally and physically for the challenges of managing kidney disease. Monogram Health uses next generation artificial intelligence algorithms to predict necessary and timely care to promote the delay of kidney disease progression, seamless transitions to dialysis and/or pre-emptive kidney transplant. We then utilize in-home visits to build meaningful relationships between patients and their care team that drive positive behavior change and optimize our patients' health outcomes.
At Monogram Health we believe in fostering an inclusive environment in which employees feel encouraged to share their unique perspectives, leverage their strengths, and act authentically. We know that diverse teams are strong teams, and welcome those from all backgrounds and varying experiences
