Member Engagement Service Coordinator

This is a fully remote position, open to applicants in Texas.

📋 Description

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

• Utilize various internal and external systems to assist members in scheduling appointments and to ensure effective communication among health plan members, providers, and Signify/CVS.

• Aid health plan members in establishing a connection with a PCP after a health assessment, facilitate the relay of test results, arrange for mammograms and vaccinations, support member enrollment in mail order prescription programs, and coordinate annual wellness visits for members.

• Achieve all quality, customer service, and productivity objectives set by the department (e.g., daily call volume, appointments scheduled per day, adherence to shift and attendance policies, quality benchmarks, etc.) while working remotely.

• Ability to utilize various regulated scripts authorized by both clients and Signify.

• Adhere to internal scripts and processes, track data as requested by management, and maintain accurate records in member files.

• Facilitate warm transfers from within or outside the department, including interactions with clinicians, doctors’ offices, pharmacies, and call center representatives.

• Comply with departmental protocols when communicating with members, peers, and business partners.

• Handle additional responsibilities as assigned by management within the designated timeframe.

• Support business requirements by making manual outbound calls, managing inbound phone calls, and receiving outbound calls routed by the telephony system as needed, potentially handling over 300 calls daily.

• Serve as a subject matter expert for coaching peers, and assist in training new employees.

• Accept constructive criticism and respond appropriately.

• Availability to work overtime and be on-call as required by Signify.

• Ensure the security and privacy of any protected health information accessed at all times.

⛳️ Requirements

• A High School Diploma or two years of relevant work experience is preferred.

• Previous experience in appointment scheduling and/or call center operations (inbound and/or outbound) is required, particularly in a high-volume, multitasking environment.

• Familiarity with call center technology systems (softphone, QA, WFM, CMRs, and EMRs) is highly preferred.

• Advanced knowledge of a call center or tele-sales environment is preferred.

• Experience in data-driven troubleshooting is preferred.

• Basic understanding of relational database functionality is preferred.

• Proficient in MS Office, Excel, and particularly G-Suites.

• Fluency in speaking, reading, and writing English is required.

• Bilingual proficiency in English and Spanish is a plus.

• Proven ability to prioritize tasks and manage multiple responsibilities to meet productivity standards.

• Ability to adhere to a set schedule as determined by management and comply with attendance guidelines.

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

🏝️ Benefits

• Medical, dental, and vision coverage.

• Paid time off.

• Retirement savings options.

• Wellness programs.

• Other resources available based on eligibility.