Program Overview
Client: Signify Health (part of CVS Healthspire)
Type: Outbound calls – Medical appointment scheduling
Language Requirement: Must speak English and Spanish fluently
Start Date: November 3, 2025
Format: 100% remote
Certification & Class Details
- Phase I: Instructor-led & self-study
- Dates: Nov 3 – Nov 17 (10 days, 6 hours per day | 9 a.m. – 3 p.m. ET)
- No class: Tuesday, Nov 11
- Phase II: Live Certification Call-Taking | Nov 18 – Nov 25
- Webcam required for all class sessions
- No Class Confirmation Deposit
Revenue
| Certification SOW | $7.64/hr | $3.82 | Start earning Day 1 of class |
| Production SOW | $17.00/hr | $8.50 | After certification completion |
Incentives
- $1.81/hr when servicing ≥ 12 hrs (24 intervals) per week during certification after Phase II
- $100 bonus when servicing ≥ 13 hrs/week and accepting the first Production SOW
Platform Usage Fee: 5% of invoice total
Servicing Hours
- Monday – Friday: 8 a.m. – 9 p.m. ET
- Most intervals: 9 a.m. – 9 p.m. ET
- Minimum: 10 hours/week during certification; 13 hours/week recommended
Duties
- Make outbound calls to health plan members
- Schedule in-home health evaluations
- Answer questions and ensure member satisfaction
Technology Requirements
- Memory: 16 GB RAM (minimum)
- Dual monitors required
- Windows 11 (fully patched)
- Hardwired Ethernet connection
- USB noise-cancelling headset
- 2K or 4K monitor resolutions supported
Background Check & Drug Screen
- Cost: $75 (paid directly to vendor)
- Includes: background check + drug screen + photo ID verification
- Must be cleared ≥ 7 days before class starts
- Email for issues: [email protected]
- Drug screen valid for 6 months
Service Level Requirements
| Commitment Adherence | > 90% |
| Appointments per Interval | 2 |
| Cancellation Rate | < 30% |
| Member Outreach QA | > 80% |
| Appointment Yield | > 3.5 |
Disqualifiers
Agents do not qualify if they:
- Are employed or were terminated by CVS Health, Aetna, Oak Street Health, or CVS Caremark
- Currently serve Signify Health through another vendor
- Have failed/dropped any certification in the last 60 days (3 drops within 12 months)
- Have a prior Signify SOW terminated for cause
- Overlap this class with another certification
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