[Remote] Member and Recipient Services Agent (Bilingual)

Note: The job is a remote job and is open to candidates in USA. Trillium Health Resources is a Managed Care Organization serving individuals with serious mental health needs across North Carolina. The Member and Recipient Services Agent is responsible for providing non-clinical administrative support, answering inbound calls, and assisting callers by connecting them to the appropriate party while maintaining high levels of customer satisfaction.

Responsibilities

• Work in a call center environment, interact with callers to deliver information, answer frequently asked questions and address complaints. This position handles mostly inbound calls from members & recipients, family members, providers, Trillium stakeholders, community partners and various government agencies. Member and Recipient Services Agents may provide members & recipients with information regarding providers within our network so that the consumer can make an informed choice of service provider. This employee does not make any clinical determinations or interpretations of any clinical information. Member and Recipient Services Agent do not take the lead on emergency calls; they must contact a licensed clinical staff member to a take the lead on the call
• Gather and/or update data, such as but not limited to, demographic information, referral source, payer source, current provider, provider choice and appointments
• Collect, monitor and organize data needed for various databases, reports or reviews
• Review call notes, enrollments, registrations or other identified documents for completeness and/or accuracy
• Perform general clerical work for the Member and Recipient Services Department, or other identified staff or departments approved by the Call Center Director, Member and Recipient Services Supervisor or Vice President of Clinical Operations

Skills

• High School Diploma or GED
• Minimum one (1) year of call center, member services and/or customer service experience; OR Equivalent combination of education/experience
• Fluent or conversational Spanish speaking ability required
• Must have a valid driver's license
• Must reside within North Carolina
• Must be able to travel within catchment as required
• One (1) year of work experience in mental health, substance abuse, and developmental disabilities

Benefits

• A collaborative, mission-driven work environment
• Competitive benefits and work-from-home options for most positions
• Opportunities for professional growth in a diverse inclusive culture
• Typical working hours: 8:30 am – 5:00 pm; flexible work schedules with some roles with management approval.
• Work-from-home options available for most positions
• Health Insurance with no premium for employee coverage
• Flexible Spending Accounts
• 24 days of Paid Time Off (PTO) plus 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

Company Overview