Call Center Representative - Bilingual

Position: Call Center Representative - Bilingual The Call Center Representative - Bilingual is the first Monogram Health voice the patient meets. The Call Center Representative is responsible for reaching out to patients over the phone to begin the process of educating them about existing benefits of their healthcare plan and encouraging and facilitating their enrollment into our program. The Patient Care Center is open and staffed seven (7) days per week between the core business hours of 8:00am to 7:00pm (CST) Monday through Friday, and 8:00am – 5:00pm (CST) Saturday and Sunday. The selected individual will be required to work on-site and may be required to work weekends and holidays. All Patient Care Center staff are expected to demonstrate adaptability, empowerment, collaboration, ownership, compassion, and integrity. Roles And Responsibilities Conduct high volume of outbound calls to prospective patients, and respond to inbound calls from patients and providers. Effectively communicate and sell the value of Monogram Health based on the needs of our patients to increase enrollment. Conduct outreach to existing patients to schedule annual exams or re-engage as necessary based on missed or needed visits; reinforce the value of our services and overcome objections. Adhere to procedures, workflows, and scripts to ensure confirmation of HIPAA and Health Plan eligibility and accurate and applicable communications and information about Monogram Health services. Protect patient privacy by strictly following HIPAA regulations. Notate and enter data into Salesforce as needed to support all activities of the call. Field calls with a positive attitude, building rapport and trust with patients. Support Monogram Health with any tasks required to deliver excellent personalized care and perform all other job‑related duties as assigned. Proficiency in using various software, electronic health record platforms, and multiple screens. Essential Job Functions Visual acuity – 100% to read scripts, company literature, electronic files, and patient demographics. Hearing – 100% ability to hear and respond to phone calls, converse with patients, colleagues, and others. Manual dexterity – 100% for keyboarding, data entry, call documentation, dispositioning, and computer dialing. Sitting – 100% Standing – 5% Walking – 2% On‑site position – 100% Position Requirements High School Diploma or GED required. Must be 18 years of age or older. English language proficiency required; bilingual (Spanish/English) preferred. Proven ability to learn and retain information in an exceptionally fast‑paced environment. Proven ability to balance multiple competing priorities while meeting or exceeding deadlines. Must possess an innate ability to overcome objections. Must be dependable, with a strong dedicated work ethic, attention to detail and accuracy. Thrive in a very fast paced start‑up environment while embracing change with a “can do” attitude. Demonstrated verbal, listening, and written communication skills are required. Demonstrated experience in sales, telemarketing, in the healthcare industry and heavy outbound appointment setting is significant and strongly preferred. Knowledge of medical terminology. Previous home health and care management experience preferred. #J-18808-Ljbffr