Description
Optum Care Connections (OCC) Team will perform an outreach calling campaign for members eligible for the White Glove program (identified through predictive analytics). Agents will follow a script and conduct phone calls to address patient needs in an open-ended way. The types of assistance provided include appointment scheduling, obtaining referrals or test results, medication assistance, activities of daily living, and social determinants of health. They also address health plan and drug plan satisfaction by answering questions related to benefit coverage or connecting patients to mail order pharmacy services. The OCC team makes/receives calls that are prompted by CXone auto dialer and will connect members to the OCC agent.
Member Outreach – High Touch VIP Client
- Internal Dialer from Optum's internal system.
- Calling unengaged member population, warm conference to Primary Care Provider.
- Educating members on their health plans, asking them to conduct a survey or calling to remind them of an event within their market. They will need to use their “up selling” skills.
- They will need a soft sales mentality,
MAIN GOAL: complete survey or at some point, get them scheduled for routine appointments.
Comments From Manager About The Responsibilities
- Inbound Voice (auto - dialer)
- Outbound calls are to get patient to complete a survey
- Voice support will be to support patient:
White glove is an outreach campaign focused on providing support to the high-CAHPS risk members, identified using Optum Enterprise Analytics’ V2 CAHPS predictive model.
White glove agents assess member’s needs and offers help resolving issues related to:
- access to care,
- care coordination,
- access to medications,
- social determinants of health (SDoH)
Call Center Advocate Role
- Candidates can expect to make back to back calls that can reach up to 100+ calls per day
- Candidates are expected to be on camera in training, 1x1’s, SBS’s, team meeting,
This is not optional, it truly helps promote engagement and a better training experience in a virtual environment
Skills
Customer service, communication and people skills, communication and organization skills, communication and negotiation skills, computer skills, customer service skills, customer service support, customer service sales, Call center, Sales, Outbound calls, Microsoft excel, Inbound call center, Health care, Outlook, Telemarketing, Typing, Cold calling, Customer service oriented, Open enrollment, Bilingual, Insurance, Client services, Service
Additional Skills & Qualifications
- 1 year relevant call center/customer support experience (within the last
Healthcare and/or outbound call center experience is a plus!
Someone who speaks well and can be reliable and an independent worker.
- Engagement within their position. They want people who are going to have their camera’s on during meetings, this is a requirement now.
- Proven Attendance – Previous track record with clients are going to be important to ask about.
- Open availability is a must, meaning flexible to support Optum’s clients between 5am – 7pm (ARIZONA time) they ask that people are flexible, kind of like AC 😉
- Technology skills, Aka – Computer Literacy skills, Microsoft Word and Excel are important to have had experience with
- Setting up your own computer at home – This has been a challenge for people, let’s verify that they have trained or worked remotely in the past.
- **MUST HAVE A DEDICATED QUIET AREA** All calls are recorded and agents will be termed if a caller hears anyone in the Vicinity
- HIGH-SPEED Internet – if their Wifi isn’t working, they will need to hardwire into the modem.
- High School Diploma or GED
- Must be willing to submit to a 5 panel Drug screen and 10 year Check (*No Medical MJ cards are accepted*)
Top Soft Skills To Be Successful
- Front line customer services soft skills
- soft sales mentality
- Empathy & relating
- Reassuring
- Patient & polite
- Good communication skills
- Step by step guidance & being Descriptive statements
- Strong grammar & Spelling
Client’s Comments About Candidate Needs
- Must have High Speed internet Will not be paid for any hours if internet is down
- Ability to navigate multiple applications and have general understanding
- Understand Excel
- Saving files
- Understand how to use and navigate Microsoft Teams
- Understand how to review emails in Outlook
- Familiarity with navigating multiple systems at once while speaking to a member
- Sound settings
- Display setting
- Reboot
- Locating task manager
Experience Level
Expert Level
About TEKsystems
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
