Member Experience Coordinator

Introduction Covenant Workplace Solutions is seeking a highly organized, dependable, and service-oriented professional to join our team as a Member Experience Coordinator. This role sits at the heart of our organization. You will help individuals and families access critical mental health and life support resources through our Lifestyle Employee Assistance Program (EAP). You will often be the first point of contact for someone seeking support, and your ability to provide a calm, professional, and compassionate experience will make a meaningful difference in people’s lives. This position is fully on-site and plays a vital role in ensuring our member services operate smoothly and reliably each day. This role is best suited for individuals who take pride in precision, organization, and reliability. This role requires being fully set up, logged in, and ready to answer calls at the start of the workday. Consistent on-time arrival and readiness are essential to success in this position. About Covenant Workplace Solutions Covenant Workplace Solutions partners with organizations across the country to strengthen the mental health and well-being of their employees and the families they go home to each day. Through our Lifestyle Employee Assistance Program, we connect members with counseling, life coaching, legal and financial guidance, nutrition education, in-depth fitness programming, and many other resources that help them navigate life’s challenges. Our mission is simple: help organizations build healthier, stronger, and more resilient workplaces. What You’ll Do Member Support & Coordination Ensure phones, systems, and tools are active and ready to support members promptly at 8:00 AM each workday. Serve as a primary point of contact for members accessing Lifestyle EAP services. Answer incoming phone calls and online inquiries with professionalism and empathy, consistently meeting defined response time and service standards. Conduct timely outgoing calls to schedule and confirm appointments, ensuring minimal delays in member access to services. Conduct preliminary screenings to identify appropriate EAP resources. Match members with counseling, life coaching, legal, financial, or wellness providers. Authorize and re-authorize member sessions, including proactive outreach to members when appropriate to support continuity of care. Take ownership of member concerns, working to resolve issues directly or escalating appropriately when needed. Provider Network Engagement Proactively engage with providers within Covenant’s national preferred provider network. Coordinate scheduling and communication between members and providers. Conduct periodic check-ins with providers to ensure responsiveness and service quality. Maintain accurate provider profiles and availability. Data Accuracy & Systems Management Enter and maintain accurate case and member data within CRM/EHR systems. Maintain detailed case notes and documentation. Track key operational metrics, maintain accurate internal records, and ensure data is updated in real time to support team visibility and decision-making. Maintain strict confidentiality and ensure compliance with all applicable privacy standards. Member Experience Quality Tracking Monitor and improve the member experience across the program, taking initiative to identify and address service gaps. Track appointment success rates and provider responsiveness. Identify opportunities to improve service delivery. Administrative & Operational Support Maintain organized records, files, and documentation. Ensure a clean and professional office environment. Support internal scheduling and operational initiatives, contributing to efficient daily workflow and team reliability. Marketing Support Assist with limited social media engagement and visibility. Assist with member portal updates and client communications. Market & Industry Research Conduct various forms of market research. Assist leadership in identifying opportunities within the provider network, including researching and recommending potential providers to improve coverage and access. Training & Workshop Coordination Support scheduling and coordination of workplace trainings and workshops. Assist with webinar logistics and participant tracking. What You’ll Bring Customer-focused mindset and passion for helping others Excellent verbal and written communication skills Reliability, punctuality, and professionalism Strong attention to detail Ability to manage multiple responsibilities simultaneously Critical thinking and problem-solving skills Adaptability and commitment to continuous improvement Preferred Qualifications (Not Required) Bachelor’s degree in psychology, business administration, sociology, or a related field Experience in customer service, healthcare coordination, or call center support Previous scheduling or care coordination experience Familiarity with CRM or Electronic Health Record (EHR) systems Experience managing operational data or reporting Demonstrated commitment to personal and professional development Our Culture At Covenant Workplace Solutions, we prioritize: Hard Work and Dedication – We take pride in doing things the right way. Continuous Improvement – We are committed to learning and growing every day. Excellent Care and Service – Every interaction matters. Support and Uplift – We support one another and value well-being. Communication is Key – Open and proactive communication drives our success. Pay: $16.75 - $19.00 per hour Expected hours: 40.0 per week Benefits: Wellness program Work Location: In person