Contact Center Representative

At Matrix, you will have endless opportunities to positively impact the communities in which we work and to affect the lives of health plan members who we serve.

Everything Matrix does starts with a successful phone call that encourages health plan members to accept our invitation to visit them and support their health needs. The contributions of our Member Relations and Clinical Support Services teams are at the heart of our organization’s success.

Member Relations Representative:

Qualifications:

• 6 - 12 months outbound call center experience preferred
• 6 - 12 months sales or soft sales experience preferred
• High School Diploma, GED, or determination of an equivalent communication competencies.

What You Bring to the Table

• Positive approach to your work life
• Articulate, compelling and creative in verbal (phone) communication skills
• Intermediate level proficiency with MS Office (Word, Excel, PowerPoint)
• Strong organizational skills and work ethic
• Appreciation for working as a member of a team

Do you like money? Are you hungry for success? Good! Our incentive structure combined with a base pay rate puts you in charge of how much you earn!

What Matrix Medical Network Provides

• Base + Incentive
• Comprehensive benefit package
• Paid holidays and personal time off
• Training program

The Member Relations Team Member is responsible for promoting the benefit of and scheduling of health risk assessments with members of health insurance plans. The Member Relations Team Member contacts health plan members and secures appointments for patients and/or family members with Clinical Providers for an in-home health or in our State of the Art Mobile Units to conduct one-on-one health assessments. The assessments are designed to educate, inform and encourage patients and family members to participate in this program to improve their overall health and quality of life.

• Make outbound calls to health plan members to coordinate and schedule In-Home and/or Mobile Clinic visits with clinical providers for an in-home or in our State of the Art Mobile Units to conduct one-on-one health assessments.
• Through outbound ‘soft sales’ calls, explains the benefits of health risk assessments and overcomes objections.

• Accurately and concisely documents customer feedback and special needs indicated during each call in computer based system.
• Identifies and addresses the member’s issues and anticipates future needs by providing additional information, as needed.
• Navigates in a Windows-based system to access the appropriate information to service the customer.
• Operates various office equipment; including telephone, and computer.
• Other duties may be assigned, based on company’s needs.
• 6 - 12 months outbound call center experience preferred
• 6 - 12 months sales or soft sales experience preferred
• High School Diploma, GED, or determination of an equivalent communication competencies.
• Customer service experience in a retail, hospitality, sales, or call center environment (preferred)
• Demonstrated ability to concept-sell the benefits of a service or program, overcoming objections to participation
• Experience in a metrics driven, performance environment
• Excellent verbal and written communication skills, with good command of the English language, and strong interpersonal skills. Must be comfortable speaking with Medicare beneficiaries by phone.
• Must be able to speak clearly and concisely on the phone
• Excellent data entry skills and ability to navigate multiple computer screens while conducting a customer call
• Demonstrated ability to organize, take initiative and follow up independently
• Proven time management, multi-tasking, prioritization and follow-up skills in a rapidly changing environment
• Ability to think independently and make decisions, while adhering to company standards and guidelines
• Ability to work independently, while being a productive member of the team
• Ability to work in a fast paced dynamic growth environment
• Prompt and regular attendance required
• Must be flexible to work days/nights, weekends and select holidays periodically as needed

Matrix Medical Network is Proud to be an Equal Opportunity Employer and Drug Free Workplace

Matrix Medical Network is the leading provider of in-home and facility community-based care management services and is in the process of revolutionizing health-care solutions.  Matrix was founded in 2001 and is headquartered in Scottsdale, Arizona, with regional offices in Largo. Matrix has a national clinical organization which provides high-touch, in-home and mobile clinic care to help health plans balance cost and revenue, grow membership and improve the quality of care. After nearly doubling in size in recent years, Matrix continues to be well- positioned for continued expansion.