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Outreach Representative

Location: Philadelphia BHI
Job Code: 1599

Description

Bravo Health, a HealthSpring Company, one of the countries fastest growing private Medicare Advantage companies, is dedicated to offering senior citizens access to high quality, cost-effective health care.

As a leading health services company, our mission is to create extraordinary value for our customers. Because of our commitment to service and quality, we are now offering our members, through our Bravo Health Advanced Care Centers, enhanced health care services in an innovative, state-of-the-art, outpatient setting equipped to deliver extended treatment services.

As a result, we currently have an opportunity available for an Outreach Representative.

POSITION SUMMARY:

This position provides outbound customer service, being on an ACD system, to members on a variety of topics to educate them on benefit issues and collect feedback regarding various campaign initiatives for Bravo Health, to improve member retention and decrease member disenrollment. In a back-up capacity, take inbound ACD calls, when the volumes increase.

DUTIES & RESPONSIBILITIES:

  • Plays a pivotal role in ensuring member retention and lowering member disenrollment, by assisting the member with their needs and communicating member feedback to the correct entities.
  • Makes outbound calls to members providing and gathering information about benefits, provider issues and customer service issues.
  • Outreaches to members assisting them with applications for state and federal programs that help with their medical expenses.
  • Follows up on the status of state and federal applications.
  • Conducts welcome calls with members who have recently joined Bravo Health.
  • Conducts satisfaction surveys with members.
  • Documents all calls in the appropriate systems, based on the actual campaign.
  • Sends call trackers to other departments when necessary to resolve issues.
  • Documents complaints and grievances in the appropriate systems and forward to the appropriate entities.
  • Assists in tracking and trending of various initiatives.
  • Problem solving with the member, to attempt to resolve issues and to increase member satisfaction.
  • Partner with sales on attending member outreach events.
  • Performs other duties and activities as deemed necessary.

QUALIFICATIONS:

  • High School Degree required
  • At least 2-3 years customer service/ inbound and outbound call center experience.
  • Healthcare background a plus.
  • Excellent verbal and written communication skills
  • Courteous and professional phone manners.
  • Excellent listening and conflict resolution skills.
  • Ability to affectively adapt and respond in a complex, fast-paced environment.
  • Substantially knowledgeable of Microsoft Office including Outlook, PowerPoint, Excel and Word.

f you are interested in learning more about how you can become part of our dynamic, high-growth organization that provides opportunities for our members and our employees to “Live Life Well”, we encourage you apply today.





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