Member Services Representative I

Salary Range: $36,192.00 To $45,964.00 Annually Pay Plan Title: Member Services Representative I Working Title: Member Services Representative I FLSA Status: Non-Exempt Posting Salary Range: $36,192 - $45,964 Office Location: Remote within North Carolina POSTING DETAILS: Make an Impact Trillium Health Resources is a Tailored Plan and Managed Care Organization (MCO) serving 46 counties across North Carolina. We manage services for individuals with serious mental health needs, substance use disorders, traumatic brain injuries, and intellectual/development (IDD) disabilities. Our mission is to help individuals and families build strong foundations for healthy, fulfilling lives. Why Work for Us ? Trillium believes that empowering others begins with supporting our team. We offer our employees: A collaborative, mission-driven work environment Competitive benefits and work-from-home options for most positions Opportunities for professional growth in a diverse inclusive culture Every day, our work changes lives – from children thriving through early intervention and school-based therapies, to adults with severe mental illness living independently and contributing to their communities. If you are looking for a unique opportunity to make a tangible impact on the lives of others, apply today! What We’re Looking For Trillium Health Resources has a career opening for a Member Services Representative I to join our team! The Member Services Representative I is responsible for providing non-clinical administrative support to the Member Services Department. The Member Services Representative I’s primary responsibility is to answer inbound calls and assist callers by connecting them to the appropriate party, sharing information, providing technical assistance, answering questions, handling and/or resolving complaints. The Member and Recipient Services Department is often the first interaction with our agency therefore the call agent must respond to the caller’s needs in a professional service-oriented manner and maintain the highest level of customer satisfaction by seeking first call resolution. The Member Services Representative I is directly supervised by the Member and Recipient Services Supervisor. Employee may be asked to work outside of the normal schedule (8:30am-5pm) to accommodate the needs of the Member and Recipient Services Department. On a typical day, you might: Work in a call center environment, interact with callers to deliver information, answer frequently asked questions and address complaints. This position handles mostly inbound calls from members & recipients, family members, providers, Trillium stakeholders, community partners and various government agencies. The Member Services Representative I may provide members & recipients with information regarding providers within our network so that the consumer can make an informed choice of service provider. This employee does not make any clinical determinations or interpretations of any clinical information. The Member Services Representative I do not take the lead on emergency calls; they must contact a licensed clinical staff member to a take the lead on the call. Gather and/or update data, such as but not limited to, demographic information, referral source, payer source, current provider, provider choice and appointments. Collect, monitor and organize data needed for various databases, reports or reviews. Review call notes, enrollments, registrations or other identified documents for completeness and/or accuracy. Perform general clerical work for the Member and Recipient Services Department, or other identified staff or departments approved by leadership. Employee Benefits: Trillium knows that work/life balance is essential. That’s why we offer: Typical working hours: 8:30 am – 5:00 pm; flexible work schedules with some roles with management approval. Work-from-home options available for most positions Health Insurance with no premium for employee coverage Flexible Spending Accounts 24 days of Paid Time Off (PTO) plus 12 paid holidays in your first year NC Local Government Retirement Pension (defined-benefit plan) https://www.myncretirement.gov/systems-funds/local-governmental-employees-retirement-system-lgers/lgers-handbook 401k with 5% employer match and immediate vesting Public Service Loan Forgiveness (PSLF) qualifying employer Quarterly stipend for remote work supplies Qualifications Required: High school diploma or GED and one (1) year of call center, member services, or customer service experience; OR Equivalent combination of education and experience. Must have a valid driver’s license. Must reside within North Carolina. Must be able to travel within catchment as required. Preferred: Fluent or conversational Spanish speaking ability One (1) year of work experience in mental health, substance abuse, and developmental disabilities. Deadline for Application: August 26, 2026 at 11:59pm How to Apply To be considered, submit your application and resume through our ADP Career Center. Your resume must include: Employer name, dates of service (month/year), average hours worked per week, and essential job duties Education details (degree type, date awarded, institution, field of study) Licensure/certification information, if applicable After submission, your resume will be reviewed to ensure it meets the essential criteria for the position. You’ll be notified by HR regarding your application status as appropriate. All applicants will receive a final update once the recruitment cycle closes. Join our Talent Community through ADP to stay informed about future opportunities. Be sure to keep your resume updated in your profile. Trillium Health Resources is an Equal Employment Opportunity (EEO) employer and a drug-free workplace. All candidates must pass a drug test as a condition of employment. #Innovation #Technology #Careers #NorthCarolina #BehavioralHealth Attachments (2) MCSMA001 - MEMBER SERVICES REPRESENTATIVE I.pdf Tips for Applying to or Interviewing with Trillium 2.3.26 .pdf