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The Telehealth Outreach Agent is responsible for engaging patients to understand their needs, addressing concerns, and encourage participation in the virtual health programs and services provided by CWMG. This role requires exceptional communication skills, empathy, and a deep understanding of patient motivations. The ideal candidate will possess the ability to build rapport, navigate objections ethically, and demonstrate patience and resilience throughout the persuasion process.
Key Responsibilities:
- Actively listen to patients to understand their needs, concerns, and barriers
- Clearly communicating programs and service benefits to effectively educate and influence patient decisions.
- Demonstrate empathy and understanding in patient interactions
- Professionally handle objections, providing accurate information to address concerns and promote program participation.
- Build and maintain trusting relationships to support ongoing patient engagement
- Maintain comprehensive knowledge of products, services, and compliance requirements
- Adapt communication style to suit individual patient preferences
- Identify and address barriers using effective problem-solving skills to facilitate patient conversion and retention.
- Persistently and professionally follow up with patients as needed
- Exhibit patience and resilience when faced with challenges or resistance
- Uphold ethical standards and respect patient autonomy in all persuasive efforts
Technical Requirements:
Candidates must be proficient in electronic health record (EHR) systems and customer relationship management (CRM) platforms for accurate documentation and patient engagement tracking. Familiarity with telehealth platforms, secure messaging, and office productivity tools such as Microsoft Office Suite are required. The ability to quickly learn and utilize new technologies relevant to patient outreach and compliance is essential. Applicants must consistently maintain data privacy and comply with HIPAA and organizational security protocols when managing sensitive patient information.
Use your skills to make an impact
Qualifications:
- At least 2 years of experience in patient engagement, healthcare outreach, or a related field
- Excellent verbal and written communication skills
- Demonstrated ability to manage challenging conversations with empathy and professionalism
- Proven track record of building relationships and influencing others while ensuring compliance
- Ability to adapt to evolving priorities and patient needs
- Strong commitment to ethical standards and regulatory compliance
Essential Skills and Competencies Candidates should demonstrate strong active listening and effective communication skills to understand and address patient needs. The role requires empathy, professionalism in objection handling, and the ability to build trusting relationships with patients. Comprehensive knowledge of relevant programs and services is essential, along with adaptability in communication styles to suit individual preferences. Successful candidates will possess problem-solving abilities, persistence in follow-up, patience during interactions, and practice ethical persuasion while honoring patient autonomy and compliance standards.
Work at Home Requirements: To ensure Home or Hybrid Home/Office employees’ ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria: At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested. In certain roles, the minimum recommended internet speed required by Humana may not be sufficient for business needs. Humana reserves the right to require associates to upgrade their internet service if necessary. Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information. Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.
Scheduled Weekly Hours
40 Pay Range The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.
$45,000 - $60,900 per year
This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance. Description of Benefits Humana, Inc. and its affiliated subsidiaries (collectively, “Humana”) offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.
About us
About CenterWell Senior Primary Care: CenterWell Senior Primary Care provides proactive, preventive care to seniors, including wellness visits, physical exams, chronic condition management, screenings, minor injury treatment and more. Our unique care model focuses on personalized experiences, taking time to listen, learn and address the factors that impact patient well-being. Our integrated care teams, which include physicians, nurses, behavioral health specialists and more, spend up to 50 percent more time with patients, providing compassionate, personalized care that brings better health outcomes. We go beyond physical health by also addressing other factors that can impact a patient’s well-being.
About CenterWell, a Humana company: CenterWell is a leading healthcare services business focused on creating integrated and differentiated experiences that put our patients at the center of everything we do. The result is high-quality healthcare that is accessible, comprehensive and, most of all, personalized. As the largest provider of senior-focused primary care, a leading provider of home healthcare and a leading integrated home delivery, specialty, hospice and retail pharmacy, CenterWell is focused on whole health and addressing the physical, emotional and social wellness of our patients. CenterWell is part of Humana Inc. (NYSE: HUM). Learn more about what we offer at CenterWell.com. Equal Opportunity Employer
It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.