Provider Support Service Specialist

TRILLIUM HEALTH RESOURCES

8h•Remote

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. This position provides non-clinical administrative support to network providers, staff, community stakeholders, state and local entities, and/or other managed care organizations. This position requires significant knowledge in Trillium Health Resources procedures, policies, workflows and the Trillium Provider Manual. Primary job duties and responsibilities are to support network providers with accuracy and promptness and provide effective and efficient customer service. This support can vary in forms such as, but not limited to, telephonic support and/or electronic mail (email) through the Provider Support Service Line. Provider Support Service Specialist answers inbound calls and assists callers by connecting them to the appropriate party, sharing information, providing technical assistance, and answering questions. The Provider Support Service Line may often be the first interaction with the organization; therefore, the Provider Support Service Specialist must respond to the person’s needs in a professional service-oriented manner and maintain the highest level of customer satisfaction by triaging the emails and calls, and ensuring the questions, concerns, or issues get directed or transferred to the appropriate Trillium unit or department.

Requirements

High School Diploma or GED and one (1) year clerical 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

Two (2) years clerical/direct customer service with six months of call center experience.
One (1) year of experience in behavioral/mental health, substance abuse and developmental disabilities field or physical health/medical field (such as Doctor’s office, Pharmacy or related health care field).

Responsibilities

Answer inbound calls for a call center, focusing on customer service.
Process sensitive, confidential and complex information with discretion and professionalism.
Responsible for functions related to a support specialist that extends to the entire scope of operational activities.
Prepare, process, and review oral and written material.
Assist in the preparation of informational documents, reports and/or special projects.
Answer and resolve caller’s questions, concerns, inquiries and complaints.
Perform general clerical work such as, but not limited to, scheduling meetings and/or events, conduct research and report findings, and document meeting minutes.