Call Center Representative

Roles And Responsibilities

• Counsels and educates patients about existing benefits of their healthcare plan.
• Encourages and facilitates patient enrollment into Monogram Health program.
• Schedules annual exams or re-engages patients as necessary based on missed or needed visits.
• Communicates and sells the value of Monogram Health based on patient needs.
• Overcomes objections and reinforces the value of Monogram Health services.
• Enters data into Salesforce to support all activities of the call center.
• Fields calls with a positive attitude, building rapport and trust with patients.
• Supports Monogram Health with any tasks required to deliver excellent personalized care.
• Uses various software, electronic health record platforms, and multiple screens.

Essential Job Functions

• Visual acuity: 100% to read scripts, company literature, workflow guides, and resources.
• Hearing: 100% to hear and respond to phone calls, converse with patients, colleagues, and others.
• Manual dexterity: 100% for keyboarding, data entry, patient call documentation and dispositioning, and as necessary computer dialing.
• Sitting: 100%.
• Standing: 5%.
• Walking: 2%.
• On-site position: 100%.

Position Requirements

• High School Diploma or GED required.
• Must be 18 years of age or older.
• English language proficiency required; bilingual (Spanish/English) preferred.
• Proven ability to learn and retain information in an exceptionally fast-paced environment.
• Proven ability to balance multiple competing priorities while meeting or exceeding deadlines.
• Innate ability to overcome objections.
• Dependable, with a strong dedicated work ethic, attention to detail and accuracy.
• Thrives in a very fast-paced start-up environment while embracing change with a "can do" attitude.
• Demonstrated verbal, listening, and written communication skills are required.
• Demonstrated experience in sales, telemarketing, in the health care industry and heavy outbound appointment setting is a significant and strongly preferred.
• Knowledge of medical terminology.
• Previous home health and care management experience preferred.

About Monogram Health

Monogram Health is a leading multispecialty provider of in-home, evidence-based care for the most complex of patients who have multiple chronic conditions. Monogram Health takes a comprehensive and personalized approach to a person’s health, treating not only a disease, but all of the chronic conditions that are present - such as diabetes, hypertension, chronic kidney disease, heart failure, depression, COPD, and other metabolic disorders. Monogram Health employs a robust clinical team, leveraging specialists across multiple disciplines including nephrology, cardiology, endocrinology, pulmonology, behavioral health, and palliative care to diagnose and treat health issues; review and prescribe medication; provide guidance, education, and counseling on a patient’s healthcare options; as well as assist with daily needs such as access to food, eating healthy, transportation, financial assistance, and more. Monogram Health is available 24 hours a day, 7 days a week, and on holidays, to support and treat patients in their home. Monogram Health’s personalized and innovative treatment model is proven to dramatically improve patient outcomes and quality of life while reducing medical costs across the health care continuum.