Outbound Call Center Rep

We're building a world of health around every individual – shaping a more connected, convenient and compassionate health experience. At CVS Health®, you'll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do.

• Starting hourly rate $15.00, with unlimited bi‑weekly commission potential.
• 10 days of required paid training (Monday‑Friday, 8:00 AM – 4:30 PM CST).
• Call center hours of operation are Monday‑Sunday 7 AM – 7 PM; actual shift will be determined during training.
• Competitive benefits, PTO, tuition reimbursement, and more.
• Bi‑weekly pay with monthly commission bonus potential.
• 401(k), employee stock purchase program, tuition reimbursement.
• Employee discount programs.

As a Member Engagement Coordinator, you will contact members of various Medicare Advantage and Medicaid health plans by phone to offer, explain, and schedule a free in‑home or virtual healthcare evaluation. You will work diligently to meet department productivity, quality, and customer service goals. This role reports to a Member Engagement Manager.

• Make an average of 50 outbound calls per hour placed by an automatic dialer system to offer, explain, and schedule a free in‑home or virtual health evaluation with a provider.
• Follow 20+ approved scripts, ensuring members understand and are comfortable with the terms, and respond to rebuttals persuasively and with professional courtesy.
• Present a positive, professional, and high‑energy approach to clients, health plan members, and team members.
• Meet daily goals set by the department (e.g., 300‑400 outbound dials per day, 25 appointments set per day, shift and attendance policy adherence, quality targets).
• Adjust, reschedule, and cancel appointments with members and contracted providers as requested.
• Monitor performance results, including appointments, calls, handle time, and productivity using designated reporting systems.
• Report member complaints and escalations immediately to Member Engagement Managers.
• Participate in peer side‑by‑side coaching as needed.
• Follow HIPAA and other security and privacy guidelines when handling protected health information accessed during normal work activities.

• A High School Diploma or equivalent (preferred).
• 1 + year call center experience or 2 + years general work experience required.
• Previous outbound call center or high‑volume experience in a metrics‑driven environment, with an auto dialer, and/or using scripts (preferred).
• Desire to work in an efficient, results‑oriented outbound call center environment.
• Persuasive with the ability to rebut while treating all health plan members with professional courtesy.
• Good communication skills, friendly and conversational.
• Ability to adhere to a fixed daily schedule, including start, breaks, lunch, and end times.
• Strong computer skills and the ability to use multiple systems at the same time while making calls.

• Medical, dental, and vision plans (Insurance starts the 1st of each month after the start date).
• 401(k) plan and employee stock purchase program.
• Tuition reimbursement.
• Employee discount programs.
• Paid time off, wellness programs, and other resources (eligibility applies).

• Verified and reliable internet service with at least 10 MB upload/download speed.
• The company will provide equipment (keyboard, monitor, computer, headset, etc.).
• Applicants must provide their own workspace furniture and ensure a quiet workspace.

• Successful completion of a background check is required.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.

We are an equal opportunity employer and welcome applicants from all backgrounds. The position is eligible for a comprehensive benefits package that supports the physical, emotional, and financial well‑being of colleagues and their families.