Member Services Specialist

About the role

Behavioral Health Member Services Specialists manage PerformCare’s intake processes and serve as the first point of contact for Members accessing our behavioral health, intellectual/developmental disability (I/DD), and substance use services through public programs in New Jersey and Pennsylvania.

Responsibilities

• Answer incoming calls and provide information about PerformCare’s operations and services.
• Complete intake documentation for Members accurately and efficiently.
• Explain procedures for accessing behavioral health services.
• Coordinate with the Medical Assistance Transportation Program (MATP) to assist Members in securing transportation for scheduled appointments.
• Conduct bed searches for inpatient (IP) and substance abuse (SA) treatment requests.
• Address Member complaints by initiating the PerformCare Grievance and Complaint process.
• Explain Member rights upon request and provide additional resources, including the Member Handbook and provider lists within the Member’s geographic region.
• Enter requests and authorizations into the system accurately.

Requirements

• Bachelor’s degree (BS or BA) from an accredited college or university.
• One (1) to three (3) years of behavioral health experience preferred, with a minimum of one (1) year of experience in mental health, human services, or a related field.
• Experience in customer service, call center operations, behavioral health, managed care, human services, or data entry.

Skills

• Strong verbal and written communication skills, with the ability to communicate effectively and sensitively with members, youth, families/caregivers, providers, and community partners.
• Demonstrated ability to deliver exceptional customer service while responding professionally and compassionately to inquiries.
• Strong organizational skills, attention to detail, and proficiency in data entry.
• Ability to work effectively in a fast-paced environment while maintaining accuracy, professionalism, and productivity.
• Proficiency with Windows-based computer applications and standard business software.

Schedule

• Monday – Friday, 10:00 AM – 6:00 PM EST (with overtime potential).
• Weekend rotation required every two months.
• First-shift availability during the 6-month training period is highly preferred.
• Rotating Holidays required – Employees will be scheduled to work certain holidays on a rotating basis to ensure fair coverage among team members.

Benefits

• Flexible work solutions including remote options and hybrid work schedules.
• Competitive pay.
• Paid time off, holidays, and volunteer events.
• Health insurance coverage for you and your dependents starting Day 1.
• 401(k) retirement savings plan.
• Tuition reimbursement.

About the organization

Headquartered in Newtown Square, Pennsylvania, AmeriHealth Caritas is a mission-driven organization with over 30 years of experience delivering comprehensive, outcomes-driven care to those who need it most. PerformCare, part of AmeriHealth Caritas, connects youth and families to essential mental health, intellectual/developmental disability (I/DD), and substance use services through public programs.