Outbound Call Center

Join Us in Shaping the Future of Health Care At MVP Health Care, we’re on a mission to create a healthier future for everyone. That means embracing innovation, championing equity, and continuously improving how we serve our communities. Our team is powered by people who are curious, humble, and committed to making a difference—every interaction, every day. We’ve been putting people first for over 40 years, offering high-quality health plans across New York and Vermont and partnering with forward-thinking organizations to deliver more personalized, equitable, and accessible care. As a not-for-profit, we invest in what matters most: our customers, our communities, and our team. What’s in it for you: Growth opportunities to uplevel your career A people-centric culture embracing and celebrating diverse perspectives, backgrounds, and experiences within our team Competitive compensation and comprehensive benefits focused on well-being An opportunity to shape the future of health care by joining a team recognized as a Best Place to Work For in the NY Capital District, one of the Best Companies to Work For in New York, and an Inclusive Workplace. You’ll contribute to our humble pursuit of excellence by bringing curiosity to spark innovation, humility to collaborate as a team, and a deep commitment to being the difference for our customers. Your role will reflect our shared goal of enhancing health care delivery and building healthier, more vibrant communities. The Outbound Call Center Representative plays a key role in delivering proactive, value-added outreach to members, primarily through outbound calls. This position focuses on building meaningful connections that enhance the customer experience, improve healthcare literacy, and support member retention. In a fast-paced call center environment, the representative conducts targeted outreach campaigns, resolves member inquiries, and provides clear guidance on benefits and services. Success in this role requires strong communication, problem-solving, and customer service skills, along with the ability to meet performance goals, collaborate across departments, and maintain accuracy and professionalism in all interactions. Qualifications you’ll bring: High School diploma or equivalent when possesses customer service employment experience. Associate degree, college courses preferred Minimum 1 – 3 years customer service experience and/or relevant office experience required. Ability to work occasionally on Saturdays Experience in positions where adherence to strict confidentiality is required. Strong problem-solving skills with effective oral and written communication skills. Have strong interpersonal skills and exhibit good judgment. Collaborative skills: ability to work in team environment. Demonstrated excellent customer service skills including superior accountability and follow through. Demonstrated PC skills using Microsoft applications. Your key responsibilities: Execute outbound campaigns with a primary focus on driving member retention, while supporting quality objectives, welcoming new members to plan offerings, and achieving defined campaign-specific goals. Must have the ability to work in a fast-paced environment and manage the challenges inherent with a call center atmosphere while delivering excellent service on every call. Meet individual accessibility and outreach goals and team goals for industry standard benchmarks. Demonstrate excellent communication skills, applying soft skills during interactions with diverse clientele. Develops a comprehensive understanding of all lines of business. On an ongoing basis, educates members about their benefits and MVP’s procedures. Manages first call resolutions and perform tasks efficiently; adhering to guidelines on call avoidance, average handle time, hold time, and after call work. Research information needed to correctly respond to customer concerns. Asks appropriate questions to ensure a clear understanding of customer’s concern. Delivers service with integrity. Clearly explains all policies and procedures on both incoming and out-going calls. Applies technical skills required to simultaneously access multiple databases while addressing customer needs. Documents all customer contacts, performing data input in a highly accurate manner. Serve as a liaison between our internal and external customers, always representing the company in a professional and courteous manner. Conducts outbound campaigns for all lines of business, must be self-directed, organized, confident, and able to flex communication and presentation skills to the needs of the customer. Responsible for researching and resolving member issues and for communicating resolution back to the caller in a timely, professional and effective fashion. Successfully uses contacts to facilitate issue resolution and interacts appropriately with all involved. Obtains NYS Market Place Facilitated Enroller certification also known as Certified Application Counselor (CAC) within 1st year from date of hire. Where you’ll be: Location: Virtual within NYS Pay Transparency MVP Health Care is committed to providing competitive employee compensation and benefits packages. The base pay range provided for this role reflects our good faith compensation estimate at the time of posting. MVP adheres to pay transparency nondiscrimination principles. Specific employment offers and associated compensation will be extended individually based on several factors, including but not limited to geographic location; relevant experience, education, and training; and the nature of and demand for the role. We do not request current or historical salary information from candidates. $24.00-$31.92 MVP's Inclusion Statement At MVP Health Care, we believe creating healthier communities begins with nurturing a healthy workplace. As an organization, we strive to create space for individuals from diverse backgrounds and all walks of life to have a voice and thrive. Our shared curiosity and connectedness make us stronger, and our unique perspectives are catalysts for creativity and collaboration. MVP is an equal opportunity employer and recruits, employs, trains, compensates, and promotes without discrimination based on race, color, creed, national origin, citizenship, ethnicity, ancestry, sex, gender identity, gender expression, religion, age, marital status, personal appearance, sexual orientation, family responsibilities, familial status, physical or mental disability, handicapping condition, medical condition, pregnancy status, predisposing genetic characteristics or information, domestic violence victim status, political affiliation, military or veteran status, Vietnam-era or special disabled Veteran or other legally protected classifications. To support a safe, drug-free workplace, pre-employment criminal background checks and drug testing are part of our hiring process. If you require accommodations during the application process due to a disability, please contact our Talent team at [email protected]. Apply To This Job