Coordinator, Member Engagement Service

CVS Health

22h•Remote

About The Position

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. Primary areas of focus include: Outbound calls to members and medical facilities, scheduling Primary Care Physician (PCP) appointments, and 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. Primarily by phone, this role will be multi-faceted and even include coordinating medical appointments between health plan members and physicians’ offices, tracking that data, and 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.

Requirements

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)
Fluency in speaking, reading, and writing English.
Proven ability to prioritize and multitask
The ability to work a set schedule
Strong critical thinking, analytical, and data entry skills

Nice To Haves

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
Bilingual English/Spanish a plus

Responsibilities

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.
Must be able to 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.