Member Engagement Service Coordinator

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.

How will this role have an impact?

As part of the Signify Health’s Member Engagement team, our Customer Service Team will act as a liaison between the Member Engagement team, health plan and affiliates, health plan members, and physician practices across the country.

Customer Service

Coordinators help improve the overall member and clinician experience. Primary areas of focus include:

Outbound calls to members and medical facilities, scheduling Primary Care Physician (PCP) appointments, and interacting with members, clinicians, and doctor’s offices.

In this role, you will speak to both members of various Medicare Advantage and Medicaid health plans and healthcare providers nationwide, in addition to health plan employees as needed. Primarily by phone, this role will be multi-faceted and even include coordinating medical appointments between health plan members and physicians’ offices, tracking that data, and assisting the Member Engagement team to meet department goals for productivity, quality, and customer service. Data management, quality customer service, and providing feedback on areas for improvement are all critical to the success of this department.

This role will report to a Member Engagement Customer Service Manager.

What will you do?

● Present a positive and professional demeanor to clients, health plan members, clinicians, and co-workers.

● Leverage multiple internal and external systems to facilitate member scheduling of appointments, and ensure smooth communication between health plan members, providers and Signify/CVS.

● Assist health plan members with coordinating a PCP connection following a health Assessment, facilitate relay test results, schedule mammograms and vaccinations, assist with member enrollment in mail order prescription programs, and coordinate annual wellness visits on behalf of members. facilitating the communication of test outcomes, arranging mammography appointments, administering immunizations, connecting members with mail-order pharmaceutical services, and scheduling yearly health assessments on their behalf.

● Meet all quality, customer service, and productivity goals set by the department (i.e., number of calls per day, appointments set per day, shift and attendance policy adherence, quality targets, etc.) in their remote environment.

● Must be able to utilize various regulated scripts approved by both clients & Signify.

● Follow internal scripts and processes, track data as requested by Management, and maintain accurate record notes on member files.

● Receive/enable warm transfers from within or outside the department, including clinician, doctors’ offices, pharmacies, and call center representatives.

● Follow departmental procedures when communicating with members, colleagues, and business partners.

● Handle additional tasks as requested by Management within expected timeframe.

● Support business needs by conducting manual outbound calls and handling inbound phone calls, as well as receiving outbound calls placed by the telephony system as needed, potentially managing 300+ calls daily.

● Act as a subject matter expert for peer side-by-side coaching. Assist with training fellow employees.

● Accept constructive feedback and respond appropriately.

● Ability to work overtime and on-call as requested per Signify.

● Be responsible for the security and privacy of any protected health information accessed at all times.

We are looking for someone with:

● A High School Diploma or two years of relevant work experience preferred

● Previous appointment scheduling and/or call center experience (inbound and/or outbound) required in a multi-tasking, high call volume environment

● Experience working with call center technology systems (softphone, QA, WFM, CMRs, and EMRs) highly preferred

● Advanced understanding of call center or tele-sales environment preferred.

● Data-driven troubleshooting experience preferred.

● Basic understanding of relational database functionality preferred.

● Experienced skills in MS Office, Excel, and particularly G-Suites.

● Fluency in speaking, reading, and writing English.

Bilingual

English/Spanish is a plus.

● Proven ability to prioritize and multi-task in order to meet productivity standards.

● The ability to work a set schedule as assigned by Management and abide t