Concierge Support Team Lead- Nashville TN- Onsite
About The Position
Lucent Health combines top-tier claims management with a compassionate, human-focused, data-driven care management solution. This approach helps self-insured employers provide care management that enables health plan participants to make smarter, cost-saving healthcare decisions. Continuous data analytics offer ongoing insights, ensuring participants receive the right care, at the right cost, at the right time. Join us as we build a company that aims to be a better health benefits partner for self-insured employers. We believe that the success of Lucent Health relies on having employees who are honest, ethical and hardworking. These values are the foundation of Lucent Health. Honest: Transparent Communication, Integrity, Truthfulness, Trustworthiness. Ethical: Fair Decision Making, Accountability, Respect, Confidentiality. Hardworking: Consistency, Proactiveness, Willingness, Adaptability.
Requirements
- Minimum 4 to 6 years’ experience in a Call Center environment.
- Strong computer skills and verbal communication.
Nice To Haves
- Associate’s degree or higher preferred.
- Medical/Health Care experience preferred.
Responsibilities
- Provide daily operational leadership to Concierge Coordinators, ensuring timely, accurate, and complete execution of end‑to‑end member issue ownership.
- Monitor workloads and caseload distribution to ensure member issues are actively progressing toward resolution—not stalled, transferred, or abandoned.
- Actively prioritize, reassign, or intervene on cases based on complexity, urgency, or risk to member experience.
- Ensure Concierge Coordinators are executing proactive outreach, follow‑ups, and documentation as defined in the Concierge model.
- Serve as the first point of escalation for complex, high‑risk, or time‑sensitive member issues, including balance billing, access‑to‑care barriers, unresolved claims, and provider disputes.
- Partner directly with internal teams (Claims, Care Management, Clinical, Eligibility, Vendors) to drive resolution when cases exceed coordinator authority or require cross‑functional influence.
- Review and guide case strategy for complex member situations, ensuring resolution paths are clear and actively pursued.
- Provide hands‑on coaching focused on how work is executed, not only what outcomes are achieved.
- Review case documentation, communication quality, follow‑through, and escalation timing to ensure consistency with Concierge standards.
- Identify execution gaps (e.g., delayed follow‑up, incomplete ownership, ineffective outreach) and implement corrective guidance in real time.
- Support onboarding and development of newer team members through shadowing, case reviews, and structured feedback.
- Identify workflow, system, or policy barriers that prevent Concierge Coordinators from resolving member issues efficiently.
- Lead or participate in process improvement initiatives that reduce friction, handoffs, or rework.
- Ensure Concierge workflows align with the organization’s service philosophy of resolution over call efficiency.
- Maintain internal controls and ensure adherence to HIPAA, documentation standards, and escalation protocols.
- Communicate upward regarding trends, execution challenges, recurring member issues, and resource needs.
- Provide clear documentation to management regarding team performance, risk areas, and improvement actions.
- Serve as a communication conduit between frontline execution and leadership strategy.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
