Member Engagement Customer Service Coordinator, CVS Health

CVS Health

Location:
United States, Texas

Category:
Customer Service

Contract Type:
Employment contract

Salary:

17.00 - 28.46 USD / Hour

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Job Description:

As part of Signify Health’s Member Engagement team, our Customer Service Team acts as a liaison between the Member Engagement team, health plan and affiliates, health plan members, and physician practices across the country. Customer Service Coordinators help improve the overall member and clinician experience by scheduling Primary Care Physician (PCP) appointments, interacting with members, clinicians, and doctor’s offices, tracking data, and providing feedback on areas for improvement. Key responsibilities include handling inbound and outbound calls, ensuring data accuracy, and meeting productivity and quality goals.

Job Responsibility:

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 (i.e., number of calls per day, appointments set per day, shift and attendance policy adherence, quality targets, etc.) in an office or remote environment
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
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
Follow departmental procedures when communicating with members, clinicians, and physicians’ offices

Requirements:

A 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 schedule
Strong critical thinking, analytical, and data entry skills

Nice to have:

Bilingual English/Spanish
Data-driven troubleshooting experience
Advanced understanding of call center or sales environment
Basic understanding of relational database functionality

What we offer:

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

Additional Information:

Job Posted:
May 03, 2025

Expiration:
July 30, 2025

Employment Type:

Fulltime

Work Type:

Remote work

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Member Engagement Customer Service Coordinator