Member Services Representative I – Bilingual
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Job Description
Bilingual member services representative answering calls and resolving inquiries for Trillium Health Resources, a North Carolina behavioral-health MCO. Updating member data, supporting provider choice, and coordinating non-clinical services.
Responsibilities:
- Provide non-clinical administrative support to the Member Services Department
- Answer inbound calls and connect callers to the appropriate party
- Share information, provide technical assistance, answer questions, and handle or resolve complaints
- Deliver information, answer frequently asked questions, and address complaints in a call center environment
- Seek first-call resolution while maintaining a professional, service-oriented manner and high customer satisfaction
- Provide members and recipients with information about network providers so consumers can make informed choices
- Do not make clinical determinations or interpretations of clinical information
- Contact licensed clinical staff to lead emergency calls
- Gather and update demographic, referral source, payer source, current provider, provider choice, and appointment data
- Collect, monitor, and organize data for databases, reports, and reviews
- Review call notes, enrollments, registrations, and other documents for completeness and accuracy
- Perform general clerical work for the Member and Recipient Services Department or other approved departments
- Travel within the catchment as required
Requirements:
- High school diploma or GED and one (1) year of call center, member services, or customer service experience; OR equivalent combination of education and experience
- Fluent or conversational Spanish speaking ability
- Valid driver’s license
- Must reside within North Carolina
- Ability to travel within the catchment as required
- Preferred: one (1) year of work experience in mental health, substance abuse, and developmental disabilities
- Must pass a drug test as a condition of employment
Benefits:
- Competitive benefits
- Work-from-home options for most positions
- Opportunities for professional growth
- Flexible work schedules with management approval for some roles
- Health Insurance with no premium for employee coverage
- Flexible Spending Accounts
- 24 days of Paid Time Off (PTO)
- 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
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