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HealthCare Concierge
Job Posting Healthcare Concierge - Remote Greensboro, NC Description Job Summary
The Healthcare Concierge should have relevant customer service experience, preferably with Medicare experience and specifically with Medicare Advantage programs, and be familiar with PPO’s and HMO’s. Must have strong oral and written communication skills, planning and problem-solving skills, and be skilled in personal diplomacy. The applicant must possess a high level of motivation, professionalism, and ethical conduct and place a premium on treating others with dignity and respect.
Major Work Activities
Receive all inbound calls from the member population and conduct proactive outbound calls as assigned Address member concerns and answer questions related to claims issues, provider resources, benefits, billing, member enrollment/disenrollment, and service issues Resolution and timely response to all member problems within expected or required timeframes Adhere to set Member Services call center metrics and call evaluation requirements including, but not limited to set monthly call volume, call quality scores, abandonment rates, CMS service levels, and missed/refused call volume Assist with responding to member inquiries via email Maintain personal metrics to establish performance levels of the team Management of the customer relationship to ensure retention and maintain member loyalty Provide member education and counseling on access to services, benefits, and providers Assume ownership and responsibility for member satisfaction with HealthTeam Advantage Maintain completion of special projects, as assigned. This includes, but is not limited to member outreach, follow-up, etc. Assist in grievance and appeals process Perform verification calls for members that have enrolled in the HealthTeam Advantage plan as well as perform welcome calls to those members that do not require a verification call Perform outreach calls for members that have enrolled and require provider attestation or HRA completion Ability to work before/past normal shift hours to complete any outstanding tasks for a member(s). May have to work mandatory overtime during certain timeframes in the calendar year (i.e.: AEP, Quality Measure initiatives other special projects) Ability to work either the 8:00 AM-5:00 PM, 8:30 AM-5:30 PM, or 11:00 AM-8:00 PM Monday through Friday outside of the Annual Enrollment Period and ability to be flexible with time during the Annual Enrollment Period when healthcare Concierge service hours are 8:00 AM-8:00 PM, seven days a week
Requirements Minimum Qualifications
Required Education
High School diploma, GED, or equivalent work experience
Licensure/Certification
Annual Flu Vaccine
COVID-19 Vaccine
Required Experience
Customer service, sales, or account management experience Call Center/ High call volume handling experience Managed care or health plan operations experience Required Knowledge, Skills, and Abilities
Call Center/Customer Service Experience
Excellent problem solving and organizational skills Strong interpersonal communication skills Excellent knowledge of Microsoft Office (Excel, Word, PowerPoint) Ability to work independently or as a team Operate general office equipment, including but not limited to computers, phones, and related devices. Preferred Experience
Healthcare Concierge experience Medicare Experience Preferred Knowledge, Skills, and Abilities
Thorough knowledge of CMS guidelines, processes, and systems.
Time: Full time
Salary: Hourly
Category: Administration
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Updated: 5/4/2022 2:50:41 PM
Job Contact:
Michael Abner
3364483122
Send Resume
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