Member Engagement Customer Service Coordinator

• Present a positive and professional demeanor to clients, health plan members, clinicians, and co-workers
• Leverage multiple internal and external systems to facilitate member scheduling of appointments, and ensure smooth communication between health plan members, providers and Signify
• Assist health plan members with coordinating a PCP connection following a health assessment
• Meet all quality, customer service, and productivity goals set by the department
• Utilize various regulated scripts approved by both clients & Signify
• Follow internal scripts and processes, track data as requested by Management, and maintain accurate record notes on member files
• Receive/enable warm transfers from within or outside the department, including clinician, doctors’ offices, and call center representatives
• Follow departmental procedures when communicating with members
• Handle additional tasks as requested by Management
• Support business needs by conducting manual outbound calls and handling inbound phone calls, as well as receiving outbound calls placed by the telephony system as needed
• Act as a subject matter expert for peer side-by-side coaching
• Assist with training fellow employees
• Accept constructive feedback and respond appropriately
• Ability to work overtime and on-call as requested per Signify
• Be responsible for the security and privacy of any protected health information accessed during normal work activities
• Follow departmental procedures when communicating with members, clinicians, and physicians’ offices

• High School Diploma or two years of relevant work experience preferred
• Previous appointment scheduling and/or call center experience (inbound and/or outbound) required
• Experience working with call center technology systems (phone, QA, WFM) highly preferred
• Advanced understanding of call center or sales environment preferred
• Data-driven troubleshooting experience preferred
• Basic understanding of relational database functionality preferred
• Intermediate skills in MS Office, particularly Excel
• Fluency in speaking, reading, and writing English
• Bilingual English/Spanish a plus
• Proven ability to prioritize and multi-task
• The ability to work a set scheduled
• Strong critical thinking, analytical, and data entry skills

Bilingual English/Spanish

• Affordable medical plan options
• 401(k) plan (including matching company contributions)
• Employee stock purchase plan
• No-cost programs for all colleagues including 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