Member Services Representative I
Pay Plan Title: Member Services Representative I
FLSA Status: Non-Exempt
Posting Salary Range: $36,192 - $45,964
Office Location: Remote within North Carolina
About the Organization
Trillium Health Resources is 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 (IDD) disabilities. Our mission is to help individuals and families build strong foundations for healthy, fulfilling lives.
Why Join Us
Trillium believes that empowering others begins with supporting our team. We offer our employees:
- 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
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 Services Representative I is responsible for providing non-clinical administrative support to the Member Services Department. The primary responsibility is to answer inbound calls and assist callers by connecting them to the appropriate party, sharing information, providing technical assistance, answering questions, handling and/or resolving complaints.
The Member and Recipient Services Department is often the first interaction with our agency, therefore the call agent must respond to the caller's needs in a professional, service-oriented manner and maintain the highest level of customer satisfaction by seeking first call resolution. The Member Services Representative I is directly supervised by the Member and Recipient Services Supervisor.
Employee may be asked to work outside of the normal schedule (8:30am-5pm) to accommodate the needs of the Member and Recipient Services Department.
Responsibilities
- Work in a call center environment, interact with callers to deliver information, answer frequently asked questions, and address complaints
- Handle mostly inbound calls from members and recipients, family members, providers, Trillium stakeholders, community partners, and various government agencies
- Provide members and recipients with information regarding providers within our network so that the consumer can make an informed choice of service provider (no clinical determinations or interpretations of clinical information)
- Do not take the lead on emergency calls; contact a licensed clinical staff member to take the lead on the call
- Gather and/or update data, such as 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