Member Services Representative I – Bilingual

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

📋 Description

• Offer non-clinical administrative assistance to the Member Services Department.

• Respond to incoming calls and connect callers with the appropriate individuals.

• Provide information, technical support, answer inquiries, and address or resolve complaints.

• Communicate information, respond to frequently asked questions, and manage complaints in a call center setting.

• Aim for first-call resolution while upholding a professional, service-oriented demeanor and ensuring high customer satisfaction.

• Offer members and recipients information regarding network providers to help consumers make informed decisions.

• Refrain from making clinical determinations or interpreting clinical information.

• Reach out to licensed clinical personnel to handle emergency calls.

• Collect and update demographic details, referral sources, payer sources, current providers, provider choices, and appointment information.

• Gather, monitor, and organize data for databases, reports, and evaluations.

• Examine call notes, enrollments, registrations, and other documents for accuracy and completeness.

• Conduct general clerical tasks for the Member and Recipient Services Department or other authorized departments.

• Travel within the catchment area as necessary.

⛳️ Requirements

• High school diploma or GED and one (1) year of experience in call center, member services, or customer service; OR an equivalent combination of education and experience.

• Proficient or conversational ability in Spanish.

• Valid driver's license required.

• Must reside in North Carolina.

• Capability to travel within the catchment area as needed.

• Preferred: one (1) year of professional experience in mental health, substance abuse, and developmental disabilities.

• Must successfully pass a drug test as a condition of employment.

🏝️ Benefits

• Competitive benefits package.

• Work-from-home options available for most positions.

• Opportunities for professional development.

• Flexible work schedules with management approval for certain roles.

• Health Insurance with no premium for employee coverage.

• Flexible Spending Accounts.

• 24 days of Paid Time Off (PTO).

• 12 paid holidays during your first year.

• NC Local Government Retirement Pension (defined-benefit plan).

• 401k with a 5% employer match and immediate vesting.

• Qualifying employer for Public Service Loan Forgiveness (PSLF).

• Quarterly stipend for remote work supplies.