[Hiring] Coordinator, Member Engagement Service @CVS Health

Role Description

As part of the Signify Health’s Member Engagement team, our Customer Service Team will act 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 care coordination for members post-IHE.

• Outbound calls to members and medical facilities
• Scheduling Primary Care Physician (PCP) appointments
• Interacting with members, clinicians, and doctor’s offices

In this role, you will speak to both members of various Medicare Advantage and Medicaid health plans and healthcare providers nationwide, in addition to health plan employees as needed. This role will be multi-faceted and include:

• Coordinating medical appointments between health plan members and physicians’ offices
• Tracking data
• Assisting the Member Engagement team to meet department goals for productivity, quality, and customer service

Data management, quality customer service, and providing feedback on areas for improvement are all critical to the success of this department.

Location: Remote

This role will report to a Member Engagement Customer Service Manager.

Qualifications

• A High School Diploma or two years of relevant work experience
• Previous appointment scheduling and/or call center experience (inbound and/or outbound) required
• High volume outbound calling experience (150 or more daily is ideal)
• Experience working with call center technology systems (phone, QA, WFM) highly preferred
• Experience with Salesforce, Five9 and Google Suite Apps
• 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 multitask
• The ability to work a set schedule
• Strong critical thinking, analytical, and data entry skills

Requirements

• 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
• 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
• Maintain accurate record notes on member files
• Receive/enable warm transfers from within or outside the department
• 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
• 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

Benefits

• Comprehensive benefits package designed to support the physical, emotional, and financial well-being of colleagues and their families
• Medical, dental, and vision coverage
• Paid time off
• Retirement savings options
• Wellness programs and other resources, based on eligibility