Member Engagement Customer Service Coordinator - Spanish Speaking 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.

How this role makes an impact:

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:

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

Required 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

Preferred Qualifications:

• 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)

Anticipated Weekly Hours

Time Type

Pay Range

The typical pay range