Member Services Representative I
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! Trillium Health Resources has a career opening for a Member Services Representative I to join our team! The Member Services Representative I provides front-line customer support to members, providers, and stakeholders by answering inquiries and connecting callers to appropriate resources. The role ensures accurate, timely information exchange and a positive service experience through consistent execution of call center processes. This role contributes to reliable service delivery by documenting interactions and following established service standards.
Requirements
- High School Diploma or GED.
- Minimum one (1) year of call center, member services 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
- Respond to high-volume inbound calls, addressing routine inquiries related to benefits, services, and provider access.
- Provide accurate information to help members understand available services and make informed decisions.
- Route callers to appropriate departments, providers, or resources based on identified needs.
- Resolve routine issues and complaints within defined guidelines to support timely service resolution.
- Document call details, inquiries, and outcomes accurately and within established time frames.
Benefits
- Competitive benefits and work-from-home options for most positions
- Opportunities for professional growth in a diverse inclusive culture
- 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
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
