Member Engagement Service Coordinator

Job not on LinkedIn

🕒 July 21

🤠 Texas – Remote

🤠 Texas – Remote

💵 $17 - $28 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

🚫👨‍🎓 No degree required

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CVS Health

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1963

🏥 Healthcare

⚕️ Healthcare Insurance

🛒 Retail

Healthcare • Healthcare Insurance • Retail

CVS Health is a leading American healthcare company dedicated to improving health access and affordability. The company focuses on a comprehensive approach that includes health services, health insurance, and pharmacy benefits management. Through its subsidiaries, such as Aetna and CVS Caremark, CVS Health offers a range of services that facilitate wellness, condition management, and affordable prescription drug coverage. CVS Health operates neighborhood pharmacies, provides mail-order pharmacy services, and manages specialty medication programs, aiming to make healthcare convenient and accessible for everyone. Driven by a mission to connect people with essential care services, CVS Health is committed to fostering healthier communities and supporting the wellbeing of all individuals.

📋 Description

• 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. • 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.

🎯 Requirements

• 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 to attendance guidelines • Strong critical thinking, analytical, and data entry skills

🏖️ Benefits

• medical, dental, and vision coverage • paid time off • retirement savings options • wellness programs • other resources, based on eligibility