Concierge Ally - Virtual

Alight•Wyoming, NV

2d•Remote

About The Position

The Concierge Ally role provides compassionate service by handling healthcare inquiries via inbound calls and conducting satisfaction surveys. Ideal candidates possess exceptional customer service skills, professionalism, and a passion for simplifying the healthcare experience.

Requirements

Have written and verbal communication skills
Have good customer service and customer resolution skills
Able to be flexible and adaptable with a demonstrated ability to reorganize priorities as business needs change
Able to work effectively in a team environment
Have a basic understanding of medical terminology
Have attention to detail, time management, and decision-making skills
Able to navigate multiple technical environments using personal computers, multiple software packages, Windows environment.
Have a positive attitude and desire to positively contribute to the advancement of individual allies and Alight’s Company overall.
Have 2 years relevant experience in telephonic customer service

Responsibilities

Building effective rapport with participants and probes to ensure that all the needs of the participant(s) are identified
Educating and promoting clinical services that are available to participant with a goal of increasing engagement
Prioritizing the most important service needed (coaching, information, emotional support, web navigation)
Working closely with the nurse team and/or other teams to determine best method to satisfy participants need(s)
Conducting feedback surveys with participants to evaluate satisfaction, utilization of services provided and impact of Alight’s services
Documenting all research and summarize calls in the case management system
Maintaining confidentiality and comply with all HIPAA requirements when handling data or providing services.
Completing other duties as assigned
Communicating medical information to a nonmedical audience