What are the responsibilities and job description for the Senior Manager of Member Services position at TRILLIUM HEALTH RESOURCES?
Pay Plan Title: Senior Manager
Working Title: Senior Manager of Member Services
Cost Center: 4600/Call Center
Position Number: 60236
FLSA Status: Exempt
Posting Salary Range: $70,879 - $94,799
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 Senior Manager of Member Services to join our team! The Senior Manager of Member Services is responsible for the daily supervision and management of the Member and Recipient Service line through direct contact, observation and monitoring to ensure that calls are handled appropriately using the appropriate job aids, decision support tools to ensure that callers/individuals receive the right information and are connected to the appropriate service and/or resources. The Senior Manager of Member Services will provide administrative and operational oversight to the Member and Recipient Service Line (MRSL) Supervisors and frontline staff. This position will work collaboratively with all Call Center Management to address needs of the department and may oversee the day-to-day functions of the entire Call Center and other service lines in the absence of other Call Center Management.
On a typical day, you might:
- Monitor and oversee the activities of the Member and Recipient Services Supervisors and frontline staff to ensure the needs of stakeholders are addressed appropriately, expeditiously and in a courteous manner.
- Monitor and evaluate program data and staff performance to ensure the Call Center is meeting required performance measures and metrics.
- Answer inbound calls including escalated calls from consumers, members, providers, community partners and various government agencies or other stakeholders.
- Interact with callers to deliver information, answer frequently asked questions and address complaints.
- Escalate needs and issues of individuals contacting the Call Center to the Associate Vice President of Call Center Operations or other appropriate Trillium staff/department.
- Provide training and education for staff to ensure continuous improvement of performance and compliance with accreditation standards.
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:
- Associate’s degree and four (4) years of experience with the BH/MH/SU and/or IDD population; OR
- Bachelor’s degree and two (2) years of experience with the BH/MH/SU and/or IDD population; OR
- Equivalent combination of education/experience.
- Must have a valid driver’s license
- Must reside within North Carolina
- Must be able to travel within catchment as required.
Preferred:
- Degree in Human Services field
- Experience working with BH/MH/SU and/or IDD individuals in crisis and coordination of crisis services in a Call Center.
- Experience providing direct supervision of staff of two (2) or more employees that provide BH/MH/SU and/or IDD services.
Deadline for Application: December 19,2025@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.
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Salary : $70,879 - $94,799