We are seeking a dedicated and detail-oriented Engagement Specialist to join our call center team. The ideal candidate will possess strong communication skills, have a passion for helping people, and be able to connect and build relationships with health plan members. Engagement Specialists are responsible for ensuring members are well-informed and supported throughout their healthcare journey. The ideal candidate will be proactive, organized, and capable of delivering exceptional service while complying with privacy regulations and contributing to the overall success of the team.
Job DescriptionPOSITION RESPONSIBILITIES:
● Place outbound calls to health plan members and provide a positive customer service experience.
● Provide healthcare-related information, highlighting the benefits of WellBe services.
● Schedule appointments and coordinate necessary healthcare visits for members.
● Follow call scripts and personalize conversations to address individual member needs, including
handling objections and managing or de-escalating upset members.
● Ensure accurate data collection and reporting, including documenting feedback and special needs.
● Strive to meet or exceed call center metrics: effectively manage time, handle a high volume of
calls, and consistently deliver world-class service in a fast-paced environment.
POSITION REQUIREMENTS:
Educational Requirements:
Required Skills and Abilities:
● At least three (3) years of outbound call center and/or customer service experience, with preference for candidates who have experience in healthcare or two (2) years of experience in sales, including appointment setting.
● Strong communication skills with the ability to speak clearly, actively listen, and effectively convey information to members.
● A genuine commitment to delivering excellent customer service and efficiently resolving member inquiries.
● Ability to work independently and make sound decisions while adhering to department and company guidelines, maintaining productivity.
● Quick problem-solving abilities to assess and address member inquiries, objections, or concerns promptly.
● Capacity to stay calm under pressure, especially when managing upset or frustrated members, while demonstrating empathy and support.
● Strong multitasking skills, including navigating multiple computer systems and screens while engaging with members.
● Excellent organizational skills to handle varied tasks efficiently.
● Proficiency with call center software and related technologies to manage calls, document member interactions, and input data accurately.
● Data entry skills for accurate input of member information.
● Basic proficiency in Microsoft Office Suite (Word, Excel, Outlook).
● Willingness to adapt to a flexible work schedule during business hours.
Preferred Skills:
Work Conditions:
● Ability to lift up to 20lbs. WellBe is currently working in-person in the office (Chicago). Hybrid after six months of employment.
● Prolonged sitting required for extended periods while performing tasks such as data entry, managing calls, and utilizing computer systems.
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.
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