Member Outreach Specialist

Teladoc Health is a global, whole person care company made up of a diverse community of people dedicated to transforming the healthcare experience. As an employee, you’re empowered to show up every day as your most authentic self and be a part of something bigger – thriving both personally and professionally. Together, let’s empower people everywhere to live their healthiest lives.

Summary of Position

In your role as a Member Outreach Specialist, you will be responsible for supporting outreach programs to Livongo members and prospective members across a variety of outbound phone campaigns. Examples of potential campaigns: Outreach to new members to assist them with utilizing their newly received Livongo medical device. Outreach to tenured members to help them resume utilization of the program. Outreach to prospective members that are eligible to participate in a Teladoc Health program.

If you are our ideal candidate, your core attributes include an upbeat attitude, a willingness to make high volumes of daily outbound calls, comfort in a goal-oriented environment where success is tied to measurable performance metrics, a sense of compassion and empathy, exceptional people and communication skills, an ability to remain calm in stressful situations, a knack for explaining technical concepts to non-technical users, the ability to work both independently and collaboratively, and comfort in a fast-paced environment with tight deadlines and dynamic priorities.

Essential Duties and Responsibilities

• Make and complete member retention and recruitment calls while hitting closely tracked volume and success metrics
• Clearly document all member-related communication and activity in Salesforce
• Maintain documentation such as call scripts, troubleshooting articles, email templates and FAQ’s, updating as needed
• Respond to escalated inquiries and complaints in accordance with Teladoc Health protocol and SOP’s
• Identify and execute additional projects and processes to improve the member experience and internal operational efficiencies
• Contribute to continuous team improvement by sharing feedback from current and prospective members and end users
• Help maintain department SLA’s and standards of service

Qualifications Expected for Position

• Bachelor's degree and/or equivalent experience
• 1-3 years of Customer Service experience, preferably in the medical device, pharmaceutical or other highly regulated industry
• Experience in a high-volume outbound phone environment with a history of strong performance quota attainment
• Exceptional people skills
• Superb communication skills, both written and verbal
• The ability to explain technical concepts to non-technical users
• Proficiency with Salesforce and Microsoft Office applications
• The ability to work independently, with minimal supervision
• The ability to work in a team environment across multiple functional groups
• A knack for success in a fast-paced and sometimes stressful environment
• Detail-oriented
• An eagerness to expand your technical skill set
• Knowledge of the healthcare industry is a plus

The base salary range for this position is $XX,XXX - $XX,XXX. In addition to a base salary, this position is eligible for a performance bonus and benefits (subject to eligibility requirements) listed here: Teladoc Health Benefits 2024. Total compensation is based on several factors including, but not limited to, type of position, location, education level, work experience, and certifications. This information is applicable for all full-time positions.

Why Join Teladoc Health?

A New Category in Healthcare:  Teladoc Health is transforming the healthcare experience and empowering people everywhere to live healthier lives.  

Our Work Truly Matters: Recognized as the world leader in whole-person virtual care, Teladoc Health uses proprietary health signals and personalized interactions to drive better health outcomes across the full continuum of care, at every stage in a person’s health journey.  

Make an Impact: In more than 175 countries and ranked Best in KLAS for Virtual Care Platforms in 2020, Teladoc Health leverages more than a decade of expertise and data-driven insights to meet the growing virtual care needs of consumers and healthcare professionals.