Member Engagement Customer Service Coordinator - Spanish Representative

CVS Health is committed to building a world of health around every individual, fostering a connected and compassionate health experience. The Member Engagement Customer Service Coordinator plays a vital role in enhancing the experience for health plan members and clinicians by coordinating medical appointments and facilitating communication across various health plans and practices.

Responsibilities:

• 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

Requirements:

• Bilingual English/Spanish is required
• Fluency in speaking, reading, and writing English
• Previous appointment scheduling and/or call center experience (inbound and/or outbound) required
• Intermediate skills in Microsoft Office, particularly Excel
• 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
• 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
• High School Diploma or equivalent; or two years of relevant work experience (preferred)