Member Engagement Service Coordinator

CVS Health

Member Engagement Service Coordinator at CVS Health liaising between members and healthcare providers. Managing appointment scheduling, data tracking, and feedback for quality service.

Posted 7/21/2026full-timeRemote • Texas • 🇺🇸 United StatesJuniorMid-Level💰 $17 - $28 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in appointment scheduling, call center operations, and effective communication with health plan members and providers. Proficient in utilizing call center technology and maintaining data accuracy while meeting productivity and quality standards.

Highest-signal resume keywords

Appointment SchedulingCall Center ExperienceData Entry SkillsMS Office ProficiencyBilingual English/Spanish

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Appointment SchedulingData Entry SkillsCall Center Technology SystemsRelational Database FunctionalityData-Driven Troubleshooting

Soft Skills

Critical ThinkingAnalytical SkillsMulti-TaskingProfessional DemeanorConstructive Feedback Acceptance

Tools & Technologies

SoftphoneQuality Assurance (QA)Workforce Management (WFM)Customer Management Records (CMRs)Electronic Medical Records (EMRs)G-Suites

Industry Keywords

Health Plan MembersProtected Health InformationTele-Sales EnvironmentQuality TargetsProductivity Standards

About the role

Key responsibilities & impact

Present a positive and professional demeanor to clients, health plan members, clinicians, and co-workers.
Leverage multiple internal and external systems to facilitate member scheduling of appointments, and ensure smooth communication between health plan members, providers and Signify/CVS.
Assist health plan members with coordinating a PCP connection following a health Assessment, facilitate relay test results, schedule mammograms and vaccinations, assist with member enrollment in mail order prescription programs, and coordinate annual wellness visits on behalf of members.
Meet all quality, customer service, and productivity goals set by the department (i.e., number of calls per day, appointments set per day, shift and attendance policy adherence, quality targets, etc.) in their remote environment.
Must be able to utilize various regulated scripts approved by both clients & Signify.
Follow internal scripts and processes, track data as requested by Management, and maintain accurate record notes on member files.
Receive/enable warm transfers from within or outside the department, including clinician, doctors’ offices, pharmacies, and call center representatives.
Follow departmental procedures when communicating with members, colleagues, and business partners.
Handle additional tasks as requested by Management within expected timeframe.
Support business needs by conducting manual outbound calls and handling inbound phone calls, as well as receiving outbound calls placed by the telephony system as needed, potentially managing 300+ calls daily.
Act as a subject matter expert for peer side-by-side coaching. Assist with training fellow employees.
Accept constructive feedback and respond appropriately.
Ability to work overtime and on-call as requested per Signify.
Be responsible for the security and privacy of any protected health information accessed at all times.

Requirements

What you’ll need

A High School Diploma or two years of relevant work experience preferred
Previous appointment scheduling and/or call center experience (inbound and/or outbound) required in a multi-tasking, high call volume environment
Experience working with call center technology systems (softphone, QA, WFM, CMRs, and EMRs) highly preferred
Advanced understanding of call center or tele-sales environment preferred
Data-driven troubleshooting experience preferred
Basic understanding of relational database functionality preferred
Experienced skills in MS Office, Excel, and particularly G-Suites
Fluency in speaking, reading, and writing English
Bilingual English/Spanish is a plus
Proven ability to prioritize and multi-task in order to meet productivity standards
The ability to work a set schedule as assigned by Management and abide to attendance guidelines
Strong critical thinking, analytical, and data entry skills

Benefits

Comp & perks

medical, dental, and vision coverage
paid time off
retirement savings options
wellness programs
other resources, based on eligibility