Member Experience Coordinator

The Member Experience Coordinator is a non-exempt, part-time position, on-site, with the likelihood of moving into full-time position at a later date. The scheduled hours are Monday through Friday, currently 8am until noon.

WHAT WE DO

Covenant Workplace Solutions (CWS) is a full-service workplace mental health and wellness partner helping organizations across the country strengthen the lives of their employees and the families they go home to each day. This results in an environment that allows organizations to grow, achieve their goals, and build a sustainable, thriving workplace culture. At CWS, we are committed to hiring individuals who are not only technically excellent but also passionately aligned with our commitment to health and wellness.

POSITION SUMMARY

The Member Experience Coordinator plays an essential role within our organization as it ensures the effective coordination, scheduling, and successful execution of matching members with providers, in addition to several other critical resources. This individual is on the front lines, providing a world class member experience, which is critical to our success.

WHAT YOU'LL DO

· Uphold client and program confidentiality in accordance with Covenant Workplace Solutions’ Confidentiality Policy.

· Handle incoming phone calls and online inquiries with a high level of enthusiasm and professionalism.

· Conduct outgoing calls to schedule and confirm appointments.

· Provide a positive and welcoming first impression, both in-person and over the phone.

· Respond to member inquiries, take messages, and offer preliminary screening for the Lifestyle Employee Assistance Program (EAP) resources.

· Match members with appropriate EAP counseling or life coaching providers.

· Complete required processes and paperwork promptly and accurately. This includes authorizing or re-authorizing our members for sessions.

· Utilize internal systems efficiently to access case information, enter new member data, track metrics, and make informed business decisions.

· Apply critical thinking to refer members to the most suitable resources.

· Attend and engage in company and staff meetings.

· Maintain accurate records and necessary forms.

· Ensure a clean and organized work environment.

· Submit accurate timecards to supervisor by the designated deadline.

· Collaborate with strategic partners as required; including but not limited to other providers, clinics, life coaches, legal and financial partners.

· Deliver a world-class experience for clients and members in all aspects of the role.

WHAT YOU'LL BRING

Minimum Qualifications:

Customer Service / Client Experience Enthusiast

· The capacity to provide a world class experience for another person and truly love doing it, even under potentially challenging conditions at times.

Exceptional Communication / People Skills

· Excellent verbal and written communication skills, with the ability to respectfully connect with internal colleagues, existing or prospective clients, and all members.

Adaptability and Flexibility

· Execute in a changing and evolving work environment. Demonstrate support for innovation and organizational changes necessary to elevate the organization’s effectiveness.

Intrinsically Motivated

· Proven track record of being a high performer that completes objectives with extreme accuracy in on-site and hybrid or remote settings. Deep sense of pride in bringing your best every day.

Schedule / Task Management

· Strong organizational and schedule management skills to coordinate and execute multiple facets of the business at any given moment. Keen ability to not allow things to “fall through the cracks.”

Preferred Qualifications:

Education

· Bachelor's degree in a relevant field such as psychology, business administration, sociology, or a related discipline.

Customer Service and/or Call Center

· Success in a customer-facing role (ideally within healthcare) that requires critical thinking, problem solving, upholding confidentiality, offering solutions, and ultimately making someone’s day better because of your interaction.

Scheduling

· Previous experience in a role responsible for scheduling multiple appointments for yourself or connecting clients/customers with someone else.

CRM/EHR

· Understand the purpose of a CRM or EHR and have experience effectively using it to enter or export valuable data.

Continuous Learning

· Demonstrated history of ongoing personal/professional development and client experience best practices.

WHO WE ARE

At Covenant Workplace Solutions, we are proud to foster a workplace culture that embodies our core values:

Hard Work and Dedication

We put in the time to get the job done and done well. We aren’t afraid to push ourselves to go above and beyond in order to serve.

Continuous Improvement

It is our responsibility to engage in continuous learning. We prioritize consistently improving our skills, our health, and personal characteristics.

Excellent Care and Service

We are committed to ensuring our clients, colleagues, and those we meet receive a world-class experience.

Support and Uplift

We provide genuine support and encouragement as we care about each other’s wellbeing.

Communication is Key

Excellent communication is critical to our success. Communicate proactively and respectfully. Open dialogue between colleagues, vendors, and especially clients is paramount.

Job Type: Part-time

Pay: $16.00 - $18.75 per hour

Benefits:

• On-the-job training

Shift:

• Day shift

Work Location: In person

Salary : $16 - $19