Role Description Trillium Health Resources has a career opening for a Member Services Support Specialist to join our team! The Member and Recipient Services Support Specialist provides non-clinical administrative support to the Member Services Department related to member mailings. The Member Services Support Specialist’s primary responsibility is to assist with returned mail based on state reporting requirements. The Member Services Department is often the first interaction with our agency; therefore, the specialist must respond to the mailing needs in a professional service-oriented manner and support the mailing coordinator in their work. The Member Services Support Specialist is directly supervised by the AVP of Call Center Operations. On a typical day, you might: - Collect, monitor and organize data needed for various databases, reports or reviews. - Represent the Call Center Department by participating in various cross-functional projects or tasks. - Process incoming and outgoing mail. - Monitor, sort and distribute emails and faxes. - Schedule and coordinate meetings, events, interviews, appointments, and/or other similar activities, which may include coordinating travel and lodging arrangements. - Prepare, transcribe, compose, type, edit, and distribute agendas and/or minutes of meetings. Qualifications - High School Diploma or GED and minimum of one (1) year clerical experience with some experience in a call center, member services and/or customer services. OR Equivalent combination of higher education/experience. - Must have a valid driver’s license. - Must reside in North Carolina. - Must be able to travel within catchment as required. - Preferred: One (1) year of work experience in behavioral/mental health, substance abuse and developmental disabilities. Benefits - 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). - 401k with 5% employer match and immediate vesting. - Public Service Loan Forgiveness (PSLF) qualifying employer. - Quarterly stipend for remote work supplies. Company Description 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. 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.

• Provides moderate to complex service to internal and external Customers • Resolves moderate to complex Customer inquiries and completes Customer service requests • Handles moderate to complex work assignments with minimal guidance • Utilizes experience and expertise in processing areas to meet turnaround times • Ensures secure handling of Customer data and meets Customer needs • Accurately documents Customer inquiries and actions taken • Acts as a resource for less experienced Colleagues and provides guidance • Attends training and serves as a team member on LEAN teams and special project teams

• Handle all incoming corrections-related calls and manage ongoing tasks • Process and manage all leads, ensuring timely follow-ups • Monitor systems for client release dates and take appropriate action • Schedule and coordinate calls, assigning them to intake specialists as needed • Make contact with leads upon their release date and address any additional needs they may have • Send information to an intake specialist for application filing once contact is made with a client • Oversee all existing tasks related to client needs • Perform other tasks as required to support the needs of clients effectively

• Manage and respond to customer inquiries through email and international support channels, ensuring clear and professional written communication. • Process and support international orders, including customs documentation and commercial invoice preparation. • Work with internal departments to resolve customer concerns and ensure timely resolution. • Operate with a strong working knowledge of standard operating procedures and company policies, completing tasks with minimal supervision. • Support ad hoc projects and departmental initiatives as assigned. • Maintain clear and professional communication with customers and internal teams regarding case status and next steps.