Call Center Agent - Digital Health & Member App Adoption (Fully Remote)

Meet Compass

We are a full-service Business Process Outsourcer (BPO) that partners with brands to power growth through exceptional customer experience. Compass was built by e-commerce trailblazers who couldn’t find a customer service partner as innovative as they were—so they created it themselves.

While many companies view customer care as a cost center, we know it is a strategic engine for growth. By delighting customers, actively listening to their feedback, and translating those insights into actionable product data, we transform everyday support into a powerful tool for scaling businesses.

Because we do things differently, we set a high bar for our talent. In return, we operate with total transparency, treat our team fairly, and invest in your development. We don’t just want you to take a job; we want you to grow a lasting career with us.

Job Overview

We are seeking an empathetic, tech-savvy, and results-driven Call Center Agent to join our healthcare outreach team in a 100% remote capacity. In this role, you will connect with our existing healthcare members to introduce and promote wellness benefits and our online mobile app. Your primary goal is to drive digital adoption by walking members through the benefits of the app, helping them download it, and guiding them through the registration process.

Unlike cold-calling, you will be speaking with members who already know and trust our brand. You will act as a combination of a brand ambassador and a digital guide, making it easier for members to manage their healthcare right from their smartphones.

Duties & Responsibilities

• Conduct proactive outbound calls and handle inbound callbacks from existing healthcare members to promote and support adoption of our new mobile app.
• Educate members on app features and wellness benefits, such as scheduling appointments, viewing test results, and medication reminders.
• Walk members through the download and registration process over the phone, providing basic troubleshooting support if they get stuck.
• Navigate sensitive health conversations with empathy, professionalism, and strict adherence to privacy standards.
• Accurately document all interactions, download conversions, and member feedback in our healthcare CRM database.
• Maintain compliance guidelines, ensuring every call meets HIPAA regulations and company quality metrics.

Requirements & Qualifications

• Work Environment Requirements: Must have a dedicated, quiet, distraction-free home office space with a highly stable internet connection and reliable power supply.
• Tech-Savvy: Highly comfortable with smartphones, apps, and explaining digital steps to users who may not be technically inclined.
• Education: High school diploma or equivalent required.
• Experience: Minimum 2+ years of call center experience, which must include at least 1 year of outbound calling experience (telemarketing, outbound sales, or proactive collections/outreach).
• Communication: Exceptional verbal communication, patience, active listening, and a warm, professional phone presence.
• Compliance Mindset: Strong understanding of, or ability to quickly learn and maintain, HIPAA privacy rules.

Schedule & Shift Information

Our campaign operates between 8:00 AM and 9:00 PM EST, 7 Days a week. Candidates must be flexible to work any of our primary shifts, including weekends:

• Early Shift: 8:00 AM – 5:00 PM EST
• Mid Shift: 10:00 AM - 7:00 PM EST
• Late Shift: 11:00 AM – 9:00 PM EST

Compensation & Benefits

• Base Pay: Starting at $16.00 / hour
• Incentives: Individual monthly performance-based bonuses based on app adoption and registration rate quotas achieved.
• Equipment Provided: We provide all necessary computer and technical equipment.
• Benefits Package: Comprehensive medical, dental, and vision insurance; Paid Time Off (PTO)