Member Engagement Customer Service Coordinator - Spanish Representative

We're building a world of health around every individual - shaping a more connected, convenient and compassionate health experience. At CVS Health®, you'll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger - helping to simplify health care one person, one family and one community at a time.

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.

You will 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. This position reports to a Member Engagement Customer Service Manager.

• 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

• 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)

40

Full time

The typical pay range for this role is: $17.00 - $28.46. This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS…