Member Engagement Customer Service Coordinator - Spanish Speaking Representative

CVS Health

20h

About The Position

CVS Health is building a world of health around every individual, shaping a more connected, convenient, and compassionate health experience. Colleagues are passionate, innovative, accountable, and prioritize safety and quality. This role is part of Signify Health’s Member Engagement team, where the Member Engagement Customer Service Coordinator is crucial for improving the experience for health plan members and clinicians. The coordinator acts as a liaison between the Member Engagement team, health plans and affiliates, health plan members, and physician practices across the country. This is a phone-based, multi-faceted role involving speaking with members enrolled in Medicare Advantage and Medicaid plans, healthcare providers, and health plan employees across the U.S. Key tasks include coordinating medical appointments, documenting interactions, and supporting the team in meeting productivity, quality, and customer service goals. 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

comprehensive and competitive mix of pay and benefits
comprehensive benefits package designed to support the physical, emotional, and financial well‑being of colleagues and their families
medical coverage
dental coverage
vision coverage
paid time off
retirement savings options
wellness programs
other resources, based on eligibility
CVS Health bonus, commission or short-term incentive program