Health Care Concierge
Duration: Approximately 6 months
Shift: Graveyard Shift - Midnight to 5:00 AM Pacific Time, Saturday through Wednesday Mornings
Location: This position will be working remotely
The Concierge is responsible for providing front line personalized concierge services via omni-channel (i.e. chat, SMS, telephony, social, etc.) support to customers. These roles are responsible for supporting consumers well beyond traditional customer service functions by providing "white glove" treatment including but not limited to case management.
Demonstrated knowledge of health care terminology, continuum of care, contractual arrangements, and CPT, HCPCS, and ICD coding.
Knowledge of managed care, Medicare, Medicaid, and Accountable Care Organization (and other value-based reimbursement systems.
Demonstrated ability to take initiative, assume ownership, remove barriers, and be successful working independently.
Proven ability to quickly build and maintain positive, collaborative, and rewarding relationships with internal and external customers.
Provide recommendations for knowledgebase articles, process improvements, and training material updates.
Proficiency in identifying potential for product innovations and technical automation to ensure optimal customer interaction.
Technical ability to manage and maintain automated solutions within service desk system.
Demonstrated history of proactively anticipating customer, project, and product needs and developing solutions or pre-emptively raising concerns.
Understanding of basic health plan benefits across a range of plan types (For profit, non-profit, ASO, individual, etc.) sufficient to explain coverage to customers and ask proficient question of the health plans to determine benefit coverage.