Outbound Call Center Representative - $18.50/hr! No Nights or Weekends!
Company: Fallon Community Health Plan
Location: Worcester
Posted on: March 17, 2023
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Job Description:
Outbound Call Center Representative - $18.50/hr! No Nights or
Weekends!US-MA-WorcesterJob ID: 7201Type: Full Time# of Openings:
1Category: Customer ServiceFallon Health - Corp HQOverviewAbout
Fallon Health:Fallon Health is a mission-driven not-for-profit
health care services organization based in Worcester,
Massachusetts. For 45 years we have been improving health and
inspiring hope in the communities we serve. Committed to caring for
those who need us most, we pride ourselves on providing equitable
access to coordinated, integrated care for our members with a
special focus on those who qualify for Medicare and Medicaid. We
also serve as a provider of care through our Program of
All-Inclusive Care for the Elderly (PACE). Dedicated to delivering
high quality health care, we are continually rated among the
nation's top health plans for member experience and service and
clinical quality. Brief Summary of Purpose:Under the direction of
the Market Research Manager, supports Fallon by making
Welcome/Outreach calls to members and/or survey calls to members or
providers. Handles confidential patient/member information. Uses
strong verbal communication skills and demonstrates excellent
telephone communication skills. Understands the importance of
leaving a positive impression on any member with whom they come
into contact. When necessary, assists member through the creation
of formal research cases.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.QualificationsEducation:High School Diploma
License/Certifications:N/A Experience:Minimum of one year Customer
Service experience in a call center environmentComputer skills
Fallon Health provides equal employment opportunities to all
employees and applicants for employment and prohibits
discrimination and harassment of any type without regard to race,
color, religion, age, sex, national origin, disability status,
genetics, protected veteran status, sexual orientation, gender
identity or expression, or any other characteristic protected by
federal, state or local laws. Fallon Health Vaccination
Requirements:To protect the health and safety of our workforce,
members and communities we serve, Fallon Health now requires all
employees to disclose COVID-19 vaccination status. As of 2/1/2022
all roles not designated as "Remote" require full COVID-19
vaccination and Fallon Health will obtain the necessary information
from candidates prior to employment to ensure compliance. Failure
to meet the vaccination requirement may result in rescission of an
employment offer or termination of employment. PM16PI207935644
Keywords: Fallon Community Health Plan, Worcester , Outbound Call Center Representative - $18.50/hr! No Nights or Weekends!, Human Resources , Worcester, Massachusetts
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