Key Facts

Remote From:

Full time

Senior (5-10 years)

English

Hard Skills

Call Center Experience Cross-Functional Collaboration Cisco WebEx Developing Training Materials Online Communication Business Operations Service Level Management Process Design Key Performance Indicators (KPIs) Policy Development Online Communication

Other Skills

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Supervision
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Quality Assurance
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Record Keeping
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Data Reporting
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Administrative Functions
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Non-Verbal Communication
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Leadership
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Teamwork
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Customer Service
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Detail Oriented
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Mentorship

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

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Job description

Pay Plan Title: Supervisor I

Working Title: Member and Recipient Services Supervisor

FLSA Status: Exempt

Posting Salary Range: $62,222 - $83,221

Office Location: Remote in 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 & Recipient Services Supervisor to join our Call Center team. This position's primary responsibilities include providing administrative oversight and supervision for the day-to-day operation of the Call Center Staff and Member & Recipient Service Line. The Member and Recipient Services Department is a cross-functional unit that includes staff who perform the screening triage and referral function or STR for the LME/MCO. The Member and Recipient Services Supervisor spends a considerable amount of time providing supervision and completing the required documentation/paperwork.

On a typical day, you might:

Review data daily more often if needed to ensure performance measures, service level agreements and benchmarks are consistently met.
Monitor and oversee day-to-day operations to ensure the needs of individuals interacting with Member and Recipient Services are being addressed appropriately, expeditiously, and in a courteous manner.
Provide ongoing quality monitoring and review quality monitoring forms in supervision with staff, must be documented in supervision notes.
Communicate and disseminate information to Member and Recipient Services Agents, other staff members, providers, or community stakeholders in a variety of ways, such as but not limited to verbal communication, email, instant messaging, and Webex.
Review, revise, or develop departmental procedures, processes, protocols, workflows, and training material.

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:

Bachelor’s degree in Health or Human Services field OR fully licensed RN AND minimum of five (5) years of post-degree progressive experience providing similar services. OR
Master’s degree in Health or Human Services field OR fully licensed RN AND minimum of three (3) years of post-degree progressive experience providing similar services.
Must have a valid driver’s license
Must reside in North Carolina
Must be able to travel within catchment as required.

Preferred:

A degree in Human Services.
Experience working with the BH/MH/SU and/or IDD population in a Call Center.
Supervision of staff, two (2) or more employees that provide BH/MH/SU and/or IDD services.

Deadline for Application: Thursday, April 16, 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

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