Call Center Agent (Temporarily Work from Home)

Job Description

It’s Time For A Change...

Your Future Evolves Here

Evolent Health has a bold mission to change the health of the nation by changing the way health care is delivered. Our pursuit of this mission is the driving force that brings us to work each day. We believe in embracing new ideas, challenging ourselves and failing forward. We respect and celebrate individual talents and team wins. We have fun while working hard and Evolenteers often make a difference in everything from scrubs to jeans.

Are we growing? Absolutely. We have seen about 30% average growth over the last three years. Are we recognized? Definitely. We were named one of “Becker’s 150 Great Places to Work in Healthcare” in 2016, 2017, 2018 and 2019 and are proud to be recognized as a leader in driving important Diversity and Inclusion (D&I) efforts: Evolent achieved a 95% score on its first-ever submission to the Human Rights Campaign's Corporate Equality Index ; was named on the Best Companies for Women to Advance List 2020 by Parity.org ; and we publish an annual Diversity and Inclusion Annual Report to share our progress on how we’re building an equitable workplace. We recognize employees that live our values, give back to our communities each year, and are champions for bringing our whole selves to work each day. If you’re looking for a place where your work can be personally and professionally rewarding, don’t just join a company with a mission. Join a mission with a company behind it.
What You’ll Be Doing:

Put your customer service skills to work in a meaningful way! Evolent Health has MULTIPLE OPENINGS for Customer Service Representatives {Bilingual Spanish and English candidates highly encouraged} who are energetic, eager individuals ready to join a team dedicated to assisting our health plan customers and their families every day. This is a great opportunity if you have a dedication to service, thrive in a dynamic, fast-paced work environment and have a passion for providing outstanding care for the customers you connect with.

For this role we are seeking skilled and knowledgeable call center individuals who are comfortable interacting and providing support to health plan members, providers and/or their representatives, fluent in computer navigation and toggling while confidently and compassionately engaging with the caller. You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role. Based on business need, we offer employees flexible work shift schedules, during our call center operating hours of 7:00 a.m. to 8:00 p.m., 7 days a week.

• Answer and manage inbound inquiries from customers in a prompt, courteous manner while documenting relevant information in a clear and concise manner in computer systems.
• Ask appropriate questions and listen actively to identify specific questions or issues to provide appropriate response and type of assistance the customer needs.
• Reply and handle inquiries via telephone and other communication channels, regarding health plan benefits and claims, eligibility, medical and other healthcare procedures, billing and payments and other related topics. Conduct out-bound and/or return calls to customers as necessary.
• Analyze and own problem through to resolution on behalf of the customer in real time or through comprehensive and timely follow-up with the customer, providing accurate and complete information and solutions.
• Communicate and partner with customers tactfully and empathetically to resolve issues, using clear language translating healthcare-related jargon and complex processes into simple, step-by-step instructions customers can comprehend and act upon.
• Handle and process customer complaints/ grievances while applying appropriate conflict management skills to de-escalate potentially stressful situations.
• Meet the performance goals established for the position in the areas of efficiency, accuracy, quality, member satisfaction and attendance. Adhere to all applicable department, organization and/or regulatory policies and procedures.
• Read, comprehend and verbalize processes and procedures of the organization and of health insurance coverage.
• Training Hours: 8:00 am – 5:00 pm Monday – Friday (during first 30 days of employment). Trainees will be required to maintain regular attendance at and successfully complete the required classroom training and demonstrate proficiency of the material at the end of training
• Hours of Operation: 7 days a week, 7:00 am – 8:00 pm (your shift will be determined after training)

The Experience You’ll Need (Required):

• High school diploma or GED
• 2 years call center experience
• Ability to handle a heavy call volume of 50-100 calls daily
• Demonstrated ability in using computer and Windows PC applications, which includes strong keyboard and navigation skills, ability to type 35 WPM and learn new computer programs
• Ability to work regularly scheduled shifts within centers hours of operation including the training period, where lunches and breaks are scheduled, with the flexibility to adjust daily schedule, and work over-time and/or weekends, as needed
• Demonstrated ability to quickly build rapport and respond to customers in a compassionate manner by identifying and exceeding customer expectations (responding in a positive, respectful, timely manner, consistently meeting commitments)
• Demonstrated ability to take an educative approach, listen skillfully, collect relevant information, determine immediate requests and identify the current and future needs of the customer, answering questions and informing of health plan policies, procedures, or decisions.
• Strong active listening skills, confident responsiveness that maintains the organization's integrity.
• Ability to maintain strict confidentiality of protected health information

Finishing Touches (Preferred):

• Associates degree or equivalent experience
• 2+ years at a health plan, TPA or related call center setting
• Knowledge of managed care, Commercial, Marketplace, Medicaid and/or Medicare programs; knowledge of medical policy benefits and exclusions.

Technical requirements:

Currently, Evolent employees work remotely temporarily due to COVID-19. As such, we require that all employees have the following technical capability at their home: High speed internet over 10 MBPS and, specifically for all call center employees, the ability to plug in directly to the home internet router. These at-home technical requirements are subject to change with any scheduled reopening of our office locations.

Evolent Health is an equal opportunity employer and considers all qualified applicants equally without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.