Client Concierge Specialist

Leading Edge•Tampa, FL

10d•Onsite

About The Position

The Client Concierge Specialist delivers high-touch, white-glove service experience to members, providers, and clients within a health insurance environment. This role serves as a single point of contact, guiding members through their healthcare journey by providing personalized support related to benefits, claims, eligibility, provider navigation, and issue resolution. The goal is that every interaction is handled with ownership and empathy, while employing proactive problem-solving. This position combines strong customer service skills with healthcare knowledge to proactively anticipate needs, resolve inquiries efficiently, and enhance overall member satisfaction.

Requirements

High school graduate or equivalent.
2+ years of experience in a customer service or call center environment handling escalation/2nd tier inquires in a healthcare, insurance or TPA environment.
Comfortable supporting multiple channels and adjusting to dynamic workloads
Familiarity with call center metrics and quality standards
Experience with claims processing, benefits, eligibility systems preferred
Experience with CRM systems or customer support platforms preferred
Experience in working escalations through emails and spreadsheets meeting timely resolution
Previous exposure to workforce management or scheduling tools
Solid working knowledge of standard computer applications including MS Word, Excel, Outlook, and PowerPoint
Ability using a computer which includes expert keyboard and navigation skills and learning new programs
Communicate clearly and professionally with internal and external customers
Work effectively individually and as part of a team to achieve established outcomes.
Understand other’s roles and empower one another to take responsibility to be successful.
Demonstrate collaborative interactions with peers to reach a common goal as well as be a resource to team members and internal/external customers
Make decisions using available resources and sound judgment
Maintain confidentiality and discretion
Identify and resolve problems in timely manner, gather and analyze information skillfully and proactively
Share knowledge with associates by effectively communicating and providing follow-up
Open to other’s ideas and exhibits a willingness to try new things.
Demonstrate accuracy and thoroughness; monitor work to ensure quality.
Prioritize and plan work activities to use time efficiently.
Adapt to changes in the work environment, manage competing demands and is able to deal with frequent changes, delays, or unexpected events.
Follows instructions, responds to direction, and solicits feedback to improve.
Act in such a way to instill trust from management, other associates, as well as customers.
Work overtime as required

Nice To Haves

Associates or Bachelor level degree preferred.
Experience with claims processing, benefits, eligibility systems preferred
Experience with CRM systems or customer support platforms preferred

Responsibilities

Serve as the primary point of contact for inbound calls, emails, and digital inquiries from members and providers
Deliver personalized, concierge-level service by understanding member needs and providing tailored solutions which include outbound contacts
Assist members with benefits education, eligibility verification, and plan navigation
Guide members through claims inquiries, including status, processing, and explanation of benefits (EOBs) ensuring delivery in an understandable, polite manner.
Support provider searches, appointment coordination, and healthcare navigation
Research and resolve complex issues related to claims, billing, and coverage
Investigate and resolve disputes/escalations. This involves research and identifying root causes of denials/underpayments and other errors and gathering what is needed to resolve the issues.
Identify the reason for the escalation and provide research until resolution is reached
Update and maintain accurate records of progress, action taken, pending items and status; communicate updates to internal and external stakeholders.
Escalate unresolved or high-impact issue appropriately.
Meet or exceed performance metrics including quality, accuracy, call handling time, time to resolution, work volume and member satisfaction.
Deliver empathetic, professional communication and support retention by creating positive and seamless interactions