Member Engagement Coordinator

As a Member Engagement Coordinator (MEC) at Senture, you’ll be part of a mission-driven team focused on improving access to care for members. This position centers around making high-volume outbound calls to engage members, SELLING the benefits of a free in-home or virtual health evaluation, and schedule appointments with licensed providers. You’ll use scripts and an auto-dialer to communicate clearly, answer questions, and professionally overcome objections while using rebuttals. The role requires someone who is personable, goal-oriented, and comfortable in a fast-paced call center environment where productivity and quality standards are key. This position is fully remote, work from home.

What You’ll Do:

• Connect: Make an average of 50 outbound calls per hour using an automated dialer system to offer, explain, and schedule free in-home or virtual health evaluations with licensed providers. Approximately 85% outbound and 15% inbound calls.
• Engage Members: Utilize pre-approved scripts to ensure consistent and accurate communication with members. These scripts will guide you in explaining the purpose and details of scheduling healthcare evaluations.
• Be Persuasive: Overcome objections using effective rebuttals to help members prioritize their health. Confidently present a product's value and guide prospects toward a 'yes' without sounding pushy.
• Tech Savvy: Utilize multiple systems to schedule providers for in-home or virtual evaluations.
• Adaptable: Adjust, reschedule, or cancel appointments as requested.
• Goal-Focused: Meet daily performance metrics including appointments, calls, handle time, and productivity.
• Flexible: Be available to complete overtime when required based on business needs.
• Be Part of a Team: Participate in peer side-by-side coaching as needed
• Compliant: Follow HIPAA guidelines to protect member privacy. Report member complaints to supervisors immediately.

Qualifications

• High School Diploma or equivalent.
• Desire to work in a results-driven outbound call center environment.
• Strong sales aptitude with a focus on earning monthly incentives.
• Motivated to achieve productivity goals with a strong work ethic.
• Excellent communication skills, friendly, and conversational with members.
• Ability to follow a fixed daily schedule, comply with feedback, and maintain confidentiality.
• Proficiency in using multiple computer systems simultaneously.
• Previous experience in high-volume (back-to-back) call centers and with auto-dialers is highly desirable.
• Authorized to work in the United States.
• Successful completion of pre-hire testing, background check, and drug screening.
• If hired, Provide two valid, in-date IDs and proof of education during onboarding process.

Work from Home Requirements

• Reliable, cabled internet service: 20mbps upload, 5mbps download, latency at or below 100 ms.
• Satellite, cellular, hot spot, or wifi connection is not acceptable on any program.
• Quiet and secure workspace free of distractions. Employees must provide their own workspace furniture.
• Accountability for work schedules and compliance with security standards.