Member Engagement Customer Service Coordinator - Spanish Speaking Representative
About The Position
As part of Signify Health’s Member Engagement team, the Member Engagement Customer Service Coordinator plays a key role in improving the experience for health plan members and clinicians. You will serve as a liaison between our Member Engagement team, health plans and affiliates, health plan members, and physician practices across the country. This is a phone‑based, multi‑faceted role that involves coordinating medical appointments, documenting interactions, and supporting our team in meeting goals for productivity, quality, and customer service. This position reports to a Member Engagement Customer Service Manager.
Requirements
- Previous appointment scheduling and/or call center experience (inbound and/or outbound) required
- Intermediate skills in Microsoft Office, particularly Excel
- Fluency in speaking, reading, and writing English; bilingual English/Spanish is a plus
- Proven ability to prioritize and multi‑task in a fast‑paced environment
- Ability to work a set, consistent schedule
- Strong critical thinking, analytical, and accurate data entry skills
Nice To Haves
- Experience working with call center technology systems (phone, QA, WFM) highly preferred
- Advanced understanding of call center or sales environment preferred.
- Data-driven troubleshooting experience preferred.
- Basic understanding of relational database functionality preferred.
Responsibilities
- Make outbound calls to members and medical facilities
- Schedule Primary Care Physician (PCP) appointments
- Coordinate communication between members, clinicians, and doctors’ offices
- Present a positive, professional demeanor to clients, health plan members, clinicians, and colleagues
- Use multiple internal and external systems to schedule member appointments and ensure smooth communication between members, providers, and Signify
- Assist health plan members with connecting to a PCP following a health assessment
- Meet department goals for quality, customer service, and productivity (for example, number of calls, appointments scheduled, attendance, and quality targets) in an office or remote environment
- Follow and accurately utilize regulated and client‑approved scripts, as well as internal scripts and processes
- Document all member interactions thoroughly and maintain accurate notes and records
- Support warm transfers to and from clinicians, doctors’ offices, and other call center representatives
- Follow departmental procedures when communicating with members, clinicians, and physician offices
- Perform additional tasks as requested by Management
- Support business needs by handling inbound calls, manual outbound calls, and outbound calls initiated by the telephony system
- Serve as a subject matter expert for peers, including side‑by‑side coaching and assisting with training new or fellow employees
- Accept and respond appropriately to constructive feedback
- Work overtime and participate in on‑call rotations as requested
- Protect the security and privacy of all protected health information (PHI) accessed during normal work activities
Benefits
- medical
- dental
- vision coverage
- paid time off
- retirement savings options
- wellness programs
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
