Call Center Representative ( Full time with Benefits)

WHO WE ARE

NeueHealth is a value-driven healthcare company grounded in the belief that all health consumers are entitled to high-quality, coordinated care. By uniquely aligning the interests of health consumers, providers, and payors, we help to make healthcare accessible and affordable to all populations across the ACA Marketplace, Medicare, and Medicaid.

NeueHealth delivers clinical care to health consumers through our owned clinics – Centrum Health and Premier Medical – as well as unique partnerships with affiliated providers across the country. We also enable providers to succeed in performance-based arrangements through a suite of technology and services scaled centrally and deployed locally. Through our value-driven, consumer-centric approach, we are committed to transforming healthcare and creating a better care experience for all.

Position Summary

The Outbound Call Center Agent is responsible for proactively contacting patients who have recently been assigned through participating health plans and engaging them into care by scheduling an initial appointment at one of the organization’s medical centers.

This role is focused on patient outreach, appointment conversion, relationship building, and creating a positive first impression of the organization. Agents must be comfortable working toward daily production goals in a high-volume outbound environment.

Essential Duties and Responsibilities

• Conduct outbound calls to assigned patient lists provided through health plans or internal campaigns.
• Introduce the organization, available services, providers, and care options.
• Educate patients on the importance of establishing care with a primary care provider.
• Schedule first-time patient appointments at designated medical centers.
• Confirm patient demographic and contact information during outreach.
• Overcome objections professionally and encourage participation in care.
• Reattempt contact based on campaign guidelines and call strategy.
• Document all call outcomes accurately in company systems.
• Maintain productivity goals including calls made, contacts reached, and appointments scheduled.
• Follow approved outreach scripting, compliance standards, and call handling expectations.
• Coordinate with leadership regarding unreachable members, invalid contact information, or campaign issues.
• Maintain professionalism and positive energy during every patient interaction.

Required Qualifications

• Minimum 1 year of sales, collections, retention, outreach, or call center experience preferred.
• Strong communication and persuasion skills.
• Comfortable making high outbound call volume daily.
• Goal-oriented with strong follow-up discipline.
• Basic computer proficiency and ability to multitask between systems.

Preferred Qualifications

• Bilingual English/Spanish preferred
• Healthcare outreach or appointment-setting experience.
• Experience with Genesys Cloud dialer environments.
• Experience with patient scheduling systems such as MD Flow.

Performance Metrics

• Calls Attempted
• Contacts Reached
• Conversion Rate
• Appointments Scheduled
• Attendance & Adherence
• Quality Assurance Score
• Productivity Standards