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HealthCare Concierge

Job Posting
Healthcare Concierge - Remote
Greensboro, NC
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

Minimum Qualifications

Required Education

High School diploma, GED, or equivalent work experience


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

Updated: 5/4/2022 2:50:41 PM

Job Contact:
Michael Abner

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7800 McCloud Road
Greensboro, NC 27409