Member Engagement Customer Service Coordinator

• Act as a liaison between the Member Engagement team, health plan and affiliates, health plan members, and physician practices across the country
• Make outbound calls to members and medical facilities
• Schedule Primary Care Physician (PCP) appointments
• Interact with members, clinicians, and doctor's offices
• Coordinate medical appointments between health plan members and physicians' offices
• Track data and assist the Member Engagement team to meet department goals for productivity, quality, and customer service
• Provide feedback on areas for improvement
• Assist health plan members with coordinating a PCP connection following a health Assessment
• Facilitate relay test results
• Schedule mammograms and vaccinations
• Assist with member enrollment in mail order prescription programs
• Coordinate annual wellness visits on behalf of members
• Utilize various regulated scripts approved by both clients & Signify
• Follow internal scripts and processes
• Track data as requested by Management
• Maintain accurate record notes on member files
• Receive/enable warm transfers from within or outside the department
• Handle additional tasks as requested by Management
• Conduct manual outbound calls and handling inbound phone calls
• Act as a subject matter expert for peer side-by-side coaching
• Assist with training fellow employees
• Be responsible for the security and privacy of any protected health information accessed at all times

• High School Diploma or two years of relevant work experience preferred
• Previous appointment scheduling and/or call center experience (inbound and/or outbound) required in a multi-tasking, high call volume environment
• Experience working with call center technology systems (softphone, QA, WFM, CMRs, and EMRs) highly preferred
• Advanced understanding of call center or tele-sales environment preferred
• Data-driven troubleshooting experience preferred
• Basic understanding of relational database functionality preferred
• Experienced skills in MS Office, Excel, and particularly G-Suites
• Fluency in speaking, reading, and writing English
• Proven ability to prioritize and multi-task in order to meet productivity standards
• The ability to work a set schedule as assigned by Management and abide to attendance guidelines
• Strong critical thinking, analytical, and data entry skills

Bilingual English/Spanish

• Affordable medical plan options
• 401(k) plan with matching company contributions
• Employee stock purchase plan
• No-cost wellness screenings
• Tobacco cessation and weight management programs
• Confidential counseling and financial coaching
• Paid time off
• Flexible work schedules
• Family leave
• Dependent care resources
• Colleague assistance programs
• Tuition assistance
• Retiree medical access