Key Facts

Remote From:

Full time

Junior (1-2 years)

Spanish

Hard Skills

Sales Management Inbound Calls Customer Complaint Resolution Call Center Experience Data Entry Call Center Experience Telecare Provider Network Management Customer Experience Improvement

Other Skills

•
Clerical Works
•
Professionalism
•
Communication
•
Adaptability
•
Active Listening
•
Time Management
•
Teamwork
•
Detail Oriented
•
Empathy
•
Problem Solving

Trillium Health Resources

Insurance

About Trillium Health Resources

Trillium Health Resources manages specialty behavioral health care for eastern North Carolinians across 28 counties. Trillium is committed to transforming lives and building community well-being through partnership, access to services and proven solutions designed to help those we serve reach their fullest potential. Everyone on Trillium’s staff--our care managers, call center, claims agents, project managers, and IT staff--all contribute to this mission. We offer a challenging, engaging work environment where staff take home more than a paycheck. Our performance management plan includes regular check-ins to examine individual employee goals and professional development plan. Our departments work on cross-functional, short-term projects and long ranging initiatives. Every day we see the results of our dedication, in the smiles of children on our accessible playgrounds and pride on the face of an adult cooking a meal for the first time. By joining Trillium, you are doing more than going to work…you are transforming lives. We help those with mental health conditions, intellectual and developmental disabilities, traumatic brain injury, and substance use disorders (Medicaid members and state-funded recipients) get the services they need to improve well-being and live fulfilling lives. We are dedicated to carrying out our mission by investing in the health and well-being of the communities we serve and empowering individuals with access to services, tools and resources to live a fulfilling life. Trillium reserves the right to hide material (comments, images and/or links to other sites) that contains anything vulgar or sexually explicit; is spam; advocates or depicts illegal activity; targets or disparages any ethnic, racial, other type of group; contains personal attacks of any kind; promotes private business ventures, services, or products; campaigns for public office or promotes a political organization; infringes on copyrights or trademarks; or is off topic.

Company type: SME

Industry: Insurance

Founded: 2018

Company size: 501 - 1000

Website LinkedIn See all jobs →

Job description

Pay Plan Title: Call Center Agent

Working Title: Member and Recipient Services Agent (Bilingual)

FLSA Status: Non-Exempt

Posting Salary Range: $34,800 - $44,196

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 and Recipient Services Agent (Bilingual) to join our team! The Member and Recipient Services Agent responsible for providing non-clinical administrative support to the Member Services Department. The Member and Recipient Services Agent’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 and Recipient Services Agent 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:

Employee will 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. Member and Recipient Services Agents 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. Member and Recipient Services Agent 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 the Call Center Director, Member and Recipient Services Supervisor or Vice President of Clinical Operations.

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
Minimum one (1) year of call center, member services and/or customer service experience; OR
Equivalent combination of education/experience.
Fluent or conversational Spanish speaking ability required.
Must have a valid driver’s license.
Must reside within North Carolina.
Must be able to travel within catchment as required.

Preferred:

One (1) year of work experience in mental health, substance abuse, and developmental disabilities.

Deadline for Application: April 27, 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

Ready to apply?

APPLY

Share ·