[Hiring] Provider Services Representative I @TRILLIUM HEALTH RESOURCES

Role Description

Trillium Health Resources has a career opening for a Provider Services Representative I to join our team! The Provider Services Representative I provides non-clinical administrative support to network providers, staff, community stakeholders, state and local entities, and/or other managed care organizations. This position requires significant knowledge in Trillium Health Resources procedures, policies, workflows and the Trillium Provider Manual. Primary job duties and responsibilities are to support network providers with accuracy and promptness and provide effective and efficient customer service. This support can vary in forms such as, but not limited to, telephonic support and/or electronic mail (email) through the Provider Support Service Line. The Provider Services Representative I answers inbound calls and assists callers by connecting them to the appropriate party, sharing information, providing technical assistance, and answering questions. The Provider Support Service Line may often be the first interaction with the organization; therefore, the Provider Services Representative must respond to the person’s needs in a professional service-oriented manner and maintain the highest level of customer satisfaction by triaging the emails and calls, and ensuring the questions, concerns, or issues get directed or transferred to the appropriate Trillium unit or department.

On a typical day, you might:

• Answer inbound calls for a call center, focusing on customer service.
• Process sensitive, confidential and complex information with discretion and professionalism.
• Prepare, process, and review oral and written material.
• Assist in the preparation of informational documents, reports and/or special projects.
• Answer and resolve caller’s questions, concerns, inquiries and complaints.
• Perform general clerical work such as, but not limited to, scheduling meetings and/or events, conduct research and report findings, and document meeting minutes.

Qualifications

• High School Diploma or GED and one (1) year clerical experience; OR Equivalent combination of education and experience.
• Provider Support Service Line hours are 7:00 a.m. - 6:00 p.m. Monday – Saturday; May be required to work weekends, holidays, and/or during a disaster event or response.
• Must have a valid driver’s license.
• Must reside within North Carolina.
• Must be able to travel within catchment as required.

Requirements

• Two (2) years of clerical or direct customer service experience, including at least six (6) months in a call center environment.
• One (1) year of experience in the behavioral or mental health, substance abuse, developmental disabilities, or physical/medical health field (e.g., doctor’s office, pharmacy, or related healthcare setting).

Benefits

• Typical working hours: 8:30 am – 5:00 pm; flexible work schedules with some roles with management approval.
• Work-from-home options available for most positions.
• Health Insurance with no premium for employee coverage.
• Flexible Spending Accounts.
• 24 days of Paid Time Off (PTO) plus 12 paid holidays in your first year.
• NC Local Government Retirement Pension (defined-benefit plan).
• 401k with 5% employer match and immediate vesting.
• Public Service Loan Forgiveness (PSLF) qualifying employer.
• Quarterly stipend for remote work supplies.