Member Engagement Customer Service Coordinator – Spanish Speaking

📋 Description

• Conduct outbound calls to members and medical facilities.

• Arrange appointments with Primary Care Physicians (PCP).

• Facilitate communication among members, clinicians, and doctors’ offices.

• Maintain a positive and professional demeanor when interacting with clients, health plan members, clinicians, and colleagues.

• Utilize various internal and external systems for scheduling member appointments and ensuring effective communication between members, providers, and Signify.

• Assist health plan members in connecting with a PCP after a health assessment.

• Achieve departmental objectives regarding quality, customer service, and productivity (including metrics such as call volume, appointments scheduled, attendance, and quality standards) in either an office or remote setting.

• Adhere to and accurately implement regulated and client-approved scripts, along with internal procedures.

• Thoroughly document all interactions with members and maintain precise notes and records.

• Facilitate warm transfers to and from clinicians, doctors’ offices, and other call center representatives.

• Comply with departmental protocols when communicating with members, clinicians, and physician offices.

• Undertake additional responsibilities as assigned by Management.

• Address business needs by managing inbound calls, making manual outbound calls, and handling outbound calls generated by the telephony system.

• Act as a subject matter expert for colleagues, providing side-by-side coaching and assisting in the training of new or fellow employees.

• Accept and appropriately respond to constructive criticism.

• Work overtime and participate in on-call rotations when required.

• Safeguard the security and privacy of all protected health information (PHI) encountered during regular work activities.

⛳️ Requirements

• Prior experience in appointment scheduling and/or call center operations (inbound and/or outbound) is essential.

• Intermediate proficiency in Microsoft Office, especially Excel.

• Proficient in speaking, reading, and writing English; bilingual in English and Spanish is an advantage.

• Demonstrated ability to prioritize tasks and manage multiple responsibilities in a fast-paced environment.

• Capability to adhere to a consistent, set schedule.

• Strong critical thinking, analytical abilities, and accurate data entry skills.

🏝️ Benefits

• Medical coverage.

• Dental coverage.

• Vision coverage.

• Paid time off.

• Retirement savings options.

• Wellness programs.