Member and Recipient Services Agent (Bilingual)

TRILLIUM HEALTH RESOURCES

1d • Remote

About The Position

Trillium Health Resources is a Tailored Plan and Managed Care Organization (MCO) serving 46 counties across North Carolina. We manage services for individuals with serious mental health needs, substance use disorders, traumatic brain injuries, and intellectual/development (IDD) disabilities. Our mission is to help individuals and families build strong foundations for healthy, fulfilling lives.

Trillium Health Resources has a career opening for a Member and Recipient Services Agent (Bilingual) to join our team! The Member and Recipient Services Agent responsible for providing non-clinical administrative support to the Member Services Department. The Member and Recipient Services Agent’s primary responsibility is to answer inbound calls and assist callers by connecting them to the appropriate party, sharing information, providing technical assistance, answering questions, handling and/or resolving complaints. The Member and Recipient Services Department is often the first interaction with our agency therefore the call agent must respond to the caller’s needs in a professional service-oriented manner and maintain the highest level of customer satisfaction by seeking first call resolution. The Member and Recipient Services Agent is directly supervised by the Member and Recipient Services Supervisor. Employee may be asked to work outside of the normal schedule (8:30am-5pm) to accommodate the needs of the Member and Recipient Services Department.

Requirements

• High School Diploma or GED
• Minimum one (1) year of call center, member services and/or customer service experience; OR
• Equivalent combination of education/experience.
• Fluent or conversational Spanish speaking ability required.
• Must have a valid driver’s license.
• Must reside within North Carolina.
• Must be able to travel within catchment as required.

Nice To Haves

• One (1) year of work experience in mental health, substance abuse, and developmental disabilities.

Responsibilities

• Employee will work in a call center environment, interact with callers to deliver information, answer frequently asked questions and address complaints. This position handles mostly inbound calls from members & recipients, family members, providers, Trillium stakeholders, community partners and various government agencies. Member and Recipient Services Agents may provide members & recipients with information regarding providers within our network so that the consumer can make an informed choice of service provider. This employee does not make any clinical determinations or interpretations of any clinical information. Member and Recipient Services Agent do not take the lead on emergency calls; they must contact a licensed clinical staff member to a take the lead on the call.
• Gather and/or update data, such as but not limited to, demographic information, referral source, payer source, current provider, provider choice and appointments.
• Collect, monitor and organize data needed for various databases, reports or reviews.
• Review call notes, enrollments, registrations or other identified documents for completeness and/or accuracy.
• Perform general clerical work for the Member and Recipient Services Department, or other identified staff or departments approved by the Call Center Director, Member and Recipient Services Supervisor or Vice President of Clinical Operations.

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) https://www.myncretirement.gov/systems-funds/local-governmental-employees-retirement-system-lgers/lgers-handbook [https://www.myncretirement.gov/systems-funds/local-governmental-employees-retirement-system-lgers/lgers-handbook]
• 401k with 5% employer match and immediate vesting
• Public Service Loan Forgiveness (PSLF) qualifying employer
• Quarterly stipend for remote work supplies

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 251-500 employees