Member Engagement Customer Service Coordinator

 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 care coordination for members post-IHE.  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.
• Assist health plan members with coordinating a PCP connection following a health assessment.
• 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 an office or 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, and call center representatives.
• Follow departmental procedures when communicating with members.
• Handle additional tasks as requested by Management.
• 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.
• 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 during normal work activities.
• Follow departmental procedures when communicating with members, clinicians, and physicians’ offices.

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
• Experience working with call center technology systems (phone, QA, WFM) highly preferred
• Advanced understanding of call center or sales environment preferred.
• Data-driven troubleshooting experience preferred.
• Basic understanding of relational database functionality preferred.
• Intermediate skills in MS Office, particularly Excel.
• Fluency in speaking, reading, and writing English. Bilingual English/Spanish a plus.
• Proven ability to prioritize and multitask.
• The ability to work a set scheduled.
• Strong critical thinking, analytical, and data entry skills.

The base salary hiring range for this position is $14.56 to $Y24.42. Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits.
In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities.  Eligible employees may enroll in a full range of medical, dental, and vision benefits, 401(k) retirement savings plan, and an Employee Stock Purchase Plan.  We also offer education assistance, free development courses, paid time off programs, paid holidays, a CVS store discount, and discount programs with participating partners.  

About Us:

Signify Health is helping build the healthcare system we all want to experience by transforming the home into the healthcare hub. We coordinate care holistically across individuals’ clinical, social, and behavioral needs so they can enjoy more healthy days at home. By building strong connections to primary care providers and community resources, we’re able to close critical care and social gaps, as well as manage risk for individuals who need help the most. This leads to better outcomes and a better experience for everyone involved.

Our high-performance networks are powered by more than 9,000 mobile doctors and nurses covering every county in the U.S., 3,500 healthcare providers and facilities in value-based arrangements, and hundreds of community-based organizations. Signify’s intelligent technology and decision-support services enable these resources to radically simplify care coordination for more than 1.5 million individuals each year while helping payers and providers more effectively implement value-based care programs.

To learn more about how we’re driving outcomes and making healthcare work better, please visit us at www.signifyhealth.com

Diversity and Inclusion are core values at Signify Health, and fostering a workplace culture reflective of that is critical to our continued success as an organization.

We are committed to equal employment opportunities for employees and job applicants in compliance with applicable law and to an environment where employees are valued for their differences.