Member Services Representative I - Bilingual
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 believes that empowering others begins with supporting our team. We offer our employees a collaborative, mission-driven work environment, competitive benefits and work-from-home options for most positions, and opportunities for professional growth in a diverse inclusive culture. Every day, our work changes lives – from children thriving through early intervention and school-based therapies, to adults with severe mental illness living independently and contributing to their communities. If you are looking for a unique opportunity to make a tangible impact on the lives of others, apply today!
Requirements
- High school diploma or GED and one (1) year of call center, member services, or customer service experience; OR Equivalent combination of education and experience.
- Fluent or conversational Spanish speaking ability.
- 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
- 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.
- Respond to callers' needs in a professional service-oriented manner and maintain the highest level of customer satisfaction by seeking first call resolution.
- Work in a call center environment, interact with callers to deliver information, answer frequently asked questions and address complaints.
- Handle 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 our network so that the consumer can make an informed choice of service provider.
- 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 leadership.
Benefits
- Competitive benefits
- Work-from-home options 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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
