• Make an average of 50 outbound calls per hour placed by an automatic dialer system to offer, explain, and schedule a free in-home or virtual health evaluation with a provider • Follow 20+ approved scripts, ensure members understand and are comfortable with the terms, and respond to rebuttals persuasively and with professional courtesy • Present a positive, professional, and high energy approach to clients, health plan members, and team members • Meet daily goals set by the department (i.e., 300-400 outbound dials per day, 25 appointments set per day, shift and attendance policy adherence, quality targets, etc.) in an office or remote environment • Adjust, reschedule, and cancel appointments with both members and contracted providers, as requested • Monitor performance results including appointments, calls, handle time, and productivity using designated reporting systems • Report member complaints and escalations immediately to Member Engagement Managers • Participate in peer side-by-side coaching as needed • Follow HIPAA and other security and privacy guidelines when handling protected health information accessed during normal work activities