Concierge - Call Center (Remote, $18/hour)

American Specialty Health Incorporated

29d•Remote

About The Position

American Specialty Health Incorporated (ASH) is seeking a Concierge to join our ASHCare Managed Services department. The Concierge is an essential role dedicated to enhancing the experience and coordination of clinical, virtual, and fitness-related services and programs, such as virtual physical and occupational therapy, site of care administrative support, and wellness programs. Concierge team members use critical thinking to support a diverse range of activities, including verifying program eligibility, enrolling members, obtaining payments, scheduling appointments, assisting with navigation and technical support, and providing program information.

Requirements

High School Diploma or GED certificate required.
1 year Experience with Call Center or Customer Service operations, preferably in a Managed Care or Health Care environment required.
Computer proficiency in MS Office; Outlook, Word, Excel, SharePoint experience required.
Demonstrated technical proficiency and ability to learn and use multiple internal and external systems, platforms, and tools to support program operation and caller needs.

Nice To Haves

3 years General office experience including administrative support and project management preferred.

Responsibilities

Provides administrative support for members, patients, and consumers participating in clinical, virtual, wellness, and other American Specialty Health managed programs.
Receives and responds to inquiries via telephone, email, chat, and other digital platforms, greeting each individual with courtesy and professionalism.
Utilizes defined criteria and approved resources to determine eligibility and relay accurate program information.
Collects and enters detailed information into company systems, maintaining thorough and confidential records.
Coordinates and facilitates new and recurring appointments, navigating licensure requirements, time zones, and program-specific prerequisites.
Guides participants through pre-visit/session requirements, including equipment, online access, and provides technical support as needed.
Reviews internal and external systems to accurately determine any member cost share or payment required, and facilitates the collection of payment as needed.
Meets department scorecard expectations by consistently achieving established performance metrics and quality standards.
Maintains up-to-date knowledge of program policies, procedures, and system changes; adapting quickly to frequent updates that may occur with little notice or formal training.
Manages time effectively to ensure prompt responses and timely follow-up.
Exercises and maintains strict confidentiality and compliance with all legal, privacy, and organizational standards.
Participates in team meetings and collaborative initiatives to foster continuous improvement and teamwork.
Assists with administrative duties related to the Virtual Physical & Occupational Therapists:
Receives and responds to telephone calls, emails, and chats from participating providers/practitioners.
Assists with troubleshooting member/patient issues as it relates to access to care, scheduling, and claims.
Review systems to ensure proper license and certification documentations from newly onboarded Virtual Therapists.
Performs other duties as assigned.
Complies with all policies and standards.