Member Communications Specialist

Make an impact at Trillium Health Resources, a Tailored Plan and Managed Care Organization (MCO) serving 46 counties across North Carolina. We manage services for individuals with serious mental health needs, substance use disorders, traumatic brain injuries, and intellectual/developmental disabilities. Our mission is to help individuals and families build strong foundations for healthy, fulfilling lives.

Why Work for Us?

Trillium believes that empowering others begins with supporting our team. We offer a collaborative, mission-driven work environment with opportunities for professional growth in a diverse and inclusive culture. Every day, our work changes lives—from children thriving through early intervention and school-based therapies to adults with severe mental illness living independently and contributing to their communities.

About the Role

The Member Communications Specialist coordinates the development of member-facing communications to ensure accurate, timely, and compliant information delivery. This role collaborates with the Communications function to support member understanding of services and benefits through review, distribution, and tracking of communication materials. The position also contributes to effective communication strategies through coordination and quality oversight.

Responsibilities

• Assist with training Call Center new hires as needed.
• Assist with answering calls to interact with callers, delivering information, answering questions, and addressing complaints.
• Coordinate the review, maintenance, and distribution of member-facing communication materials across print and digital formats.
• Coordinate production and distribution of required member communications.
• Ensure communications meet regulatory, contractual, and quality standards for accuracy and clarity.
• Track mailing activity, delivery timeframes, and service level performance.
• Coordinate fulfillment of member requests for communication materials, identification cards, and informational packets.
• Coordinate returned mail processes and update member communication records as needed.

Qualifications

Required:

• High school diploma or GED and six (6) years of experience in communications, member services, or outreach and engagement with the MH/SU/IDD population; OR
• Associate's degree and four (4) years of experience in communications, member services, or outreach and engagement with the MH/SU/IDD population; OR
• Bachelor's degree and two (2) years of experience in communications, member services, or outreach and engagement with the MH/SU/IDD population; OR
• Equivalent combination of education and experience.
• Valid driver’s license.
• Must reside within Trillium’s North Central Region, which includes the following counties: Beaufort, Dare, Edgecombe, Greene, Hyde, Nash, Pamlico, Pitt, Tyrrell, Washington, and Wilson.
• Must be able to travel within the catchment area as required.

Preferred:

• Degree in Business.

Benefits

• Typical working hours: 8:30 am – 5:00 pm; flexible work schedules available for some positions 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.

Pay

Posting Salary Range: $56,270 - $69,898