[Hiring] Member Engagement Customer Service Coordinator @CVS Health

Role Description

As part of Signify Health’s Member Engagement team, the Member Engagement Customer Service Coordinator plays a key role in improving the experience for health plan members and clinicians. You will serve as a liaison between our Member Engagement team, health plans and affiliates, health plan members, and physician practices across the country.
• Make outbound calls to members and medical facilities
• Schedule Primary Care Physician (PCP) appointments
• Coordinate communication between members, clinicians, and doctors’ offices
• Present a positive, professional demeanor to clients, health plan members, clinicians, and colleagues
• Use multiple internal and external systems to schedule member appointments and ensure smooth communication between members, providers, and Signify
• Assist health plan members with connecting to a PCP following a health assessment
• Meet department goals for quality, customer service, and productivity (for example, number of calls, appointments scheduled, attendance, and quality targets) in an office or remote environment
• Follow and accurately utilize regulated and client‑approved scripts, as well as internal scripts and processes
• Document all member interactions thoroughly and maintain accurate notes and records
• Support warm transfers to and from clinicians, doctors’ offices, and other call center representatives
• Follow departmental procedures when communicating with members, clinicians, and physician offices
• Perform additional tasks as requested by Management
• Support business needs by handling inbound calls, manual outbound calls, and outbound calls initiated by the telephony system
• Serve as a subject matter expert for peers, including side‑by‑side coaching and assisting with training new or fellow employees
• Accept and respond appropriately to constructive feedback
• Work overtime and participate in on‑call rotations as requested
• Protect the security and privacy of all protected health information (PHI) accessed during normal work activities

Qualifications
• Previous appointment scheduling and/or call center experience (inbound and/or outbound) required
• Intermediate skills in Microsoft Office, particularly Excel
• Fluency in speaking, reading, and writing English; bilingual English/Spanish is a plus
• Proven ability to prioritize and multi‑task in a fast‑paced environment
• Ability to work a set, consistent schedule
• Strong critical thinking, analytical, and accurate data entry skills

Requirements
• Experience working with call center technology systems (phone, QA, WFM) highly preferred
• Advanced understanding of call center or sales environment preferred
• Data-driven troubleshooting experience preferred
• Basic understanding of relational database functionality preferred

Education
• High School Diploma or equivalent; or two years of relevant work experience (preferred)

Benefits
• Medical, dental, and vision coverage
• Paid time off
• Retirement savings options
• Wellness programs
• Other resources, based on eligibility

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