Member Engagement Specialist - (Outbound) Call Center Representative at AbleTo (Remote)

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About AbleTo

Join our mission-driven organization, where your work matters and a diversity of ideas and backgrounds are welcomed. AbleTo is the leading provider of high quality, technology-enabled behavioral health care. We believe that everyone deserves access to high-quality care and offer a suite of technology-enabled services to empower people to lead better lives through better mental health. A proprietary platform connects individuals with AbleTo highly trained licensed providers who deliver weekly sessions by phone or video supported by an integrated digital experience. Members also have access to mental health coaches, and digital support programs. Our outcomes-focused approach is proven to improve both behavioral and physical health and lower medical costs.


Overview

Member Engagement Specialists play a critical role by informing members of various health plans about AbleTo’s programs. The Member Engagement Specialist is responsible for assisting  the members with signing up for our high quality and effective care. The conversation Member Engagement Specialists have with members can be the catalyst that encourages members to seek care with AbleTo, so they can  feel better and stay better.

  • The Member Engagement Specialist  will perform outbound calls to members of health plans in a discussion about the benefits of AbleTo’s programs, and how our services can help 
  • Schedule Initial Consultations (SIC) for members that will result in a quality and meaningful behavioral healthcare experience
  • Utilize phone, scheduling, and CRM tools to manage call results data and Initial Consultation (IC) scheduling, ensuring the highest quality customer service in every interaction
  • Leverage established conversation guides to engage, connect, and educate health plan members
  • Apply best practices in responding to health plan member questions or objections, and ensure high quality follow-up in responding to member inbound calls & voicemails.
  • Accountable for meeting daily, weekly, monthly, or annual key performance indicators (KPIs).

Who You Are:   

  • 1+ years work experience in a outbound call center or direct sales position required
  • Healthcare experience preferred
  • Bi-lingual a plus! (English/Spanish)

Recommended broadband routers that support packet prioritization to prioritize voice traffic.

Private internet connection; company-provided laptop must be hardwired to modem or router via Ethernet cable.


Internet Requirements

  • Upload Speed 50Mbps minimum
  • Download Speed 50Mbps minimum
  • Latency < 150ms (round trip)
  • Packet Loss < 0.75%
  • Jitter < 20ms

Competencies: 


    • Excellent verbal communication skills – ability to clearly articulate complex information to varied constituencies 
  • Active listening skills
  • Empathetic (listener and responder) and sincere, superior rapport building skills
  • Great tone modulation
  • Metric & Goal oriented
  • Able to adapt to change
  • Adept at learning and using computer systems – familiarity with CRM, Google Workspace, and auto-dialer tools
  • Technical proficiency (Excel, data entry, screen minimization, clear cookies, etc)
  • Proficiency with managing phone conversation and navigating computer tools simultaneously and seamless
  • Self-motivated team player with multitasking abilities
  • Proven sales results and selling skills
  • Superior customer service delivery skills
  • Organized self-starterDemonstrated work ethic

Why You Should Join Our Team:

We’re proud to be a Great Place to Work-Certified™ company. We want you to show up and feel your best at work, and that means respecting your time outside of work. Our inclusive, flexible workspace prioritizes a work/life balance. We offer competitive salaries, comprehensive health benefits (for full-time employees), and professional perks such as 401K matching, fully funded HRA, and generous time off, including mental health days because your well-being is important to us. 

At AbleTo, we’re empowering people to get better and stay better. Want to join us? Take the next step in your career by applying for our Member Engagement Specialist role today. 

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. 

AbleTo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. AbleTo is an E-Verify company.



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Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. 

AbleTo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. AbleTo is an E-Verify company.

More Information on AbleTo
AbleTo operates in the Healthtech industry. The company is located in New York , NY and Sunrise, FL. AbleTo was founded in 2008. It has 1011 total employees. To see all 35 open jobs at AbleTo, click here.
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