• Through outbound call campaigns, actively engaging with customers to ignite interest in CareScout service offerings
• Identifying appropriate long-term care service providers for our customers and negotiating rates on our customers’ behalf.
• The successful associate will be resourceful, resilient, energetic, and enthusiastic with a strong desire to help our customers.

• Handle inbound and outbound calls, at times using scripts, for customers interested in CareScout’s services, identifying next steps to appropriately route the request
• Participate in engagement exercises through outbound calls to share exciting product features of CareScout services
• Through fact finding, active listening and critical thinking skills, quickly and accurately determine how best to handle each call, delivering first call resolution
• Match customer’s care needs with appropriate care options based on the provider’s capability, availability and rates.
• Actively negotiate preferred rates with long term care providers on a case-by-case basis according to individual’s care needs
• Onboard new network providers and ensure existing credentialing standards are met and maintained for all network providers by obtaining relevant documentation from providers and processing provider enrollment materials
• Actively seek community resources that may be able to meet the customer’s care needs.
• Prepare, quality review and send information on care services, providers and other educational material
• Prevent escalations by tackling issues quickly through proactive conflict resolution and preventing similar issues from recurring
• Document all calls and transaction work clearly and concisely, in addition to handling any follow up work
• Participate in testing of systems to support deployments
• Meet personal/team qualitative and quantitative targets
• Understand and strive to meet or exceed call center metrics while providing excellent consistent customer service
• Other duties as assigned by the manager that support CareScout business needs, changes, and new initiatives.

• Outstanding conversationalist who is proactive, persuasive, persistent, respectful, assertive, and able to multitask
• Exceptional customer service, active listening, and verbal, written communication skills, professional voice presentation
• Previous experience in a customer support/call center environment
• Customer focus and adaptability to service different personality types.
• Ability to set priorities and manage time effectively, meeting personal/team qualitative and quantitative targets.=
• High integrity with a passion for learning about the long-term care industry
• Reliable with the ability to work productively as a team and independently
• Excellent organizational and time management skills
• Proficient with computer applications such as MS Office, email, desktop faxing and other office procedures. Able to work on multiple monitors

• BA/BS or relevant work experience
• 1-3 years call Center experience
• Long Term Care / Insurance industry
• Experience in geriatric care, home health, and sensitivity to the needs of seniors
• 1-2 years of rate negotiation, health care or long-term care resource sourcing a plus

• Competitive Compensation & Total Rewards Incentives
• Comprehensive Healthcare Coverage
• Multiple 401(k) Savings Plan Options
• Auto Enrollment in Employer-Directed Retirement Account Feature (100% employer-funded!)
• Generous Paid Time Off – Including 12 Paid Holidays, Volunteer Time Off and Paid Family Leave
• Disability, Life, and Long Term Care Insurance
• Tuition Reimbursement, Student Loan Repayment and Training & Certification Support
• Wellness support including gym membership reimbursement and Employee Assistance Program resources (work/life support, financial & legal management)
• Caregiver and Mental Health Support Service

This position is available to remote applicants residing in the United States. The base salary pay range for this role starts at a minimum rate of $43,300. up to the maximum of $72,800. An employee’s pay position within the base salary pay range will be based on several factors at the time of this job posting including but not limited to geographic location, experience, and qualifications. In addition to your base salary, you will also be eligible to participate in an incentive plan. The incentive plan is based on performance and the target earning opportunity is 5% of your base compensation.
The final determination on base pay for this position will be based on multiple factors to ensure pay equity within the organization.