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.
In this role:
• Speak with members enrolled in various Medicare Advantage and Medicaid plans, as well as healthcare providers and health plan employees across the U.S.
• This is a phone‑based, multi‑faceted role that involves coordinating medical appointments, documenting interactions, and supporting our team in meeting goals for productivity, quality, and customer service.
• 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
• Comprehensive benefits package designed to support the physical, emotional, and financial well‑being of colleagues and their families.
• Medical, dental, and vision coverage.
• Paid time off.
• Retirement savings options.
• Wellness programs and other resources, based on eligibility.