JOB DETAILS

• Position Title: Concierge Ally (Telephonic)
• Remote
• Full Time Permanent Position
• Competitive Hourly Rate
• 2:30PM-11:00 PM EST
• Great Opportunity to join a healthcare company

JOB SUMMARY

The Dedicated Concierge Ally is responsible for incoming, outgoing, email and chat communication within a call center environment and is the first point of contact for our health plan members.

RESPONSIBILITIES

• Assist members in navigating their employer benefit suite, including their health plan, pharmacy resource, general benefits administration and the like, with goal of driving resolution on behalf of the participant by connecting them to the appropriate resource and assisting in resolution
• Recognizing/acknowledging the need for additional research in order to resolve any unresolved issues, and handle associated casework
• Build effective rapport with customer vendor partners and use expertise to ensure that all the needs of the participant(s) are identified and addressed
• Prioritize the most important service needed on behalf of the participant (coaching, information, emotional support, web navigation, health benefit navigation)
• Responsible for educating and promoting the company services that are available with a goal of increasing engagement
• Utilizing interpersonal skills and training to provide professional, knowledgeable, helpful, courteous, and responsive customer service
• Work closely with the nurse team and/or other teams to determine best method to satisfy members need(s)
• Comfortable communicating medical information to a non-medical audience
• Access customer accounts and product information, by toggling between multiple screens and systems, to provide accurate answers and support within the parameters of policies and procedures

REQUIREMENTS

• High School Diploma or GED
• MUST have some experience at a health plan
• Must have at least three (3) years of customer service experience
• Must have at least one (1) year of telephonic experience discussing confidential medical information to consumers
• Experience with the following:
  • Navigating employer health benefits including healthcare coverage, pharmacy benefits, general benefits administration etc.
  • Patient advocacy
• Dedicated to providing high quality, professional, customer service
• Enthusiastic, must enjoy working independently and in a team environment
• Excellent telephone manner and skills
• Bilingual in English/Spanish a plus

Apply with Registry Ally now!
Call: (424) 488-2577
Email: [email protected]