CareScout Connection Representative

About the role

We are seeking a dedicated CareScout Connection Representative to join our team. This role involves handling inbound and outbound calls, providing support to customers, identifying appropriate care service providers, and negotiating pricing with long-term care providers.

Responsibilities

• Handle inbound and outbound calls, at times using scripts, for customers interested in CareScout’s services
• Through fact finding, active listening and critical thinking skills, quickly and accurately determine how best to handle each call, delivering first call resolution
• Review, process and route transactions including, but not limited to: web forms, emails, mailings, and chat
• Document all calls and transaction work clearly and concisely, in addition to handling any follow up work
• Participate in engagement exercises through outbound calls to share exciting product features of CareScout services
• MATCH customer’s care needs with appropriate care options based on the provider’s capability, availability and rates
• Actively negotiate preferred pricing with long term care providers, as needed
• Prepare, quality review and send information on care services, providers and other educational material
• Prevent escalations by tackling issues quickly through proactive conflict resolution
• Support pilots and implementation of new product and service offerings, including research

Requirements

• 1-3 years call Center experience, including ability to work on multiple monitors
• Experience in Long Term Care, geriatric care, home health, and/or sensitivity to the needs of seniors
• Outstanding conversationalist who is proactive, persuasive, persistent, respectful, assertive, and able to multitask
• Exceptional customer service, active listening, and verbal, written communication skills, professional voice presentation
• Ability to set priorities and manage time effectively, meeting individual/team qualitative and quantitative targets
• High integrity with a passion for learning about the long-term care industry
• Reliable with the ability to work productively as a team and independently
• Proficient with computer applications such as MS Office, email, and other office procedures
• Think critically and solve problems quickly, adaptable to new experiences and consistent change

Qualifications

• High school diploma or equivalent
• Strong interpersonal and communication skills
• Ability to work independently and as part of a team
• Passion for improving the long-term care experience

Skills

• Customer service skills
• Communication skills
• Time management skills
• Problem-solving skills

Benefits

• Competitive Compensation & Total Rewards
• Employee Benefits & Well-Being