Member and Recipient Services Agent

TRILLIUM HEALTH RESOURCES

2h•Remote

About The Position

Trillium Health Resources is a Tailored Plan and Managed Care Organization (MCO) serving 46 counties across North Carolina. They manage services for individuals with serious mental health needs, substance use disorders, traumatic brain injuries, and intellectual/development (IDD) disabilities, with a mission to help individuals and families build strong foundations for healthy, fulfilling lives. The Member and Recipient Services Agent provides non-clinical administrative support to the Member Services Department, primarily answering inbound calls, connecting callers to appropriate parties, sharing information, providing technical assistance, answering questions, and handling/resolving complaints. This role is crucial as it's often the first interaction with the agency, requiring a professional, service-oriented manner and a focus on first call resolution.

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.
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

Work in a call center environment, interact with callers to deliver information, answer frequently asked questions and address complaints, handling mostly inbound calls from members & recipients, family members, providers, Trillium stakeholders, community partners and various government agencies.
Provide members & recipients with information regarding providers within the network so that the consumer can make an informed choice of service provider, without making clinical determinations or interpretations of clinical information.
Contact a licensed clinical staff member to take the lead on emergency calls.
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

A collaborative, mission-driven work environment
Competitive benefits and work-from-home options for most positions
Opportunities for professional growth in a diverse inclusive culture
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