Executive Concierge Analyst

Elevance Health•Louisville, KY

10d•Hybrid

About The Position

Grievance and Appeals Analyst II (Executive Concierge Analyst) Location: This role requires associates to be in-office 1 - 2 days per week, fostering collaboration and connectivity, while providing flexibility to support productivity and work-life balance. This approach combines structured office engagement with the autonomy of virtual work, promoting a dynamic and adaptable workplace. Alternate locations may be considered if candidates reside within a commuting distance from an office. Please note that per our policy on hybrid/virtual work, candidates not within a reasonable commuting distance from the posting location(s) will not be considered for employment, unless an accommodation is granted as required by law. The Grievance and Appeals Analyst II is responsible for providing support services for multiple states, enterprise-wide functions and/or complex issues through complex assignments and projects, which utilize recognized areas of specialization and knowledge specific to the company. We are looking for a dedicated and detail-oriented Executive Concierge Risk Analyst to join our team. In this pivotal position, you will manage inquiries and complaints from our CEO, Gail Boudreaux, and her executive leadership team, along with overseeing communications with social media and public relations. Your analytical skills, excellent communication abilities, and commitment to customer service will support legal, management, and executive associates across a variety of projects and assignments. How You Will Make an Impact Primary duties may include, but are not limited to: Prepares, analyzes and evaluates written correspondence such as complaints, grievances, document demands, alleged ERISA violations and researches to resolve problems and close outstanding issues at the state or enterprise level. Conducts research and analysis, recommends appropriate course of action and next steps. Performs fact checking, gathers documents, researches and responds to records requests, and various inquiries from internal and external sources, coordinates investigative and discovery activities specific to Grievance and Appeal functions. Assists with compliance issues as needed. Participates on projects and may participates in strategizing with business and staff. Enters information as required into appropriate databases or other document management systems. May serve as a resource to other support staff. Inquiry Management: Respond promptly and effectively to inquiries from the CEO and her executive leadership team, ensuring clear communication with social media and public relations. Critical Analysis: Analyze and evaluate inquiries, complaints, and reports to recommend appropriate actions, ensuring high-quality resolutions. Social Media Engagement: Manage and engage with social media communications, ensuring timely and appropriate responses that align with company standards. Case Research: Prepare and organize comprehensive case research, documentation, and notes for management review and strategic planning. Solution Recommendation: Conduct thorough research to recommend feasible solutions and next steps for complex issues, aiding in strategic decision-making. Investigative Support: Assist with fact-checking and documentation for investigative and discovery processes, supporting both internal and external legal counsel. Executive Escalations: Facilitate premium service delivery for escalated customer complaints, maintaining end-to-end ownership of each escalation. Professional Communication: Communicate empathetically and professionally with stakeholders, including executive-level associates, to ensure understanding and effective issue resolution. Active Listening: Employ active listening skills to accurately comprehend and dissect complex issues, coordinating necessary escalations. Training and Resource Updates: Conduct refresher training sessions on common queries and update internal resources to reflect current protocols and standards. Stakeholder Liaison: Act as a bridge between business units and customers to determine optimal resolution paths, enhancing stakeholder satisfaction. Status Reporting: Provide regular updates on escalation progress to all relevant parties, keeping stakeholders informed.

Requirements

Requires a HS diploma or equivalent and a minimum of 5 years of related experience; or any combination of education and experience which would provide an equivalent background.

Nice To Haves

BA/BS in a related field is preferred.
Passion for delivering exceptional customer service and support.
Confident and resourceful problem-solver with the ability to propose and implement solutions.

Responsibilities

Prepares, analyzes and evaluates written correspondence such as complaints, grievances, document demands, alleged ERISA violations and researches to resolve problems and close outstanding issues at the state or enterprise level.
Conducts research and analysis, recommends appropriate course of action and next steps.
Performs fact checking, gathers documents, researches and responds to records requests, and various inquiries from internal and external sources, coordinates investigative and discovery activities specific to Grievance and Appeal functions.
Assists with compliance issues as needed.
Participates on projects and may participates in strategizing with business and staff.
Enters information as required into appropriate databases or other document management systems.
May serve as a resource to other support staff.
Inquiry Management: Respond promptly and effectively to inquiries from the CEO and her executive leadership team, ensuring clear communication with social media and public relations.
Critical Analysis: Analyze and evaluate inquiries, complaints, and reports to recommend appropriate actions, ensuring high-quality resolutions.
Social Media Engagement: Manage and engage with social media communications, ensuring timely and appropriate responses that align with company standards.
Case Research: Prepare and organize comprehensive case research, documentation, and notes for management review and strategic planning.
Solution Recommendation: Conduct thorough research to recommend feasible solutions and next steps for complex issues, aiding in strategic decision-making.
Investigative Support: Assist with fact-checking and documentation for investigative and discovery processes, supporting both internal and external legal counsel.
Executive Escalations: Facilitate premium service delivery for escalated customer complaints, maintaining end-to-end ownership of each escalation.
Professional Communication: Communicate empathetically and professionally with stakeholders, including executive-level associates, to ensure understanding and effective issue resolution.
Active Listening: Employ active listening skills to accurately comprehend and dissect complex issues, coordinating necessary escalations.
Training and Resource Updates: Conduct refresher training sessions on common queries and update internal resources to reflect current protocols and standards.
Stakeholder Liaison: Act as a bridge between business units and customers to determine optimal resolution paths, enhancing stakeholder satisfaction.
Status Reporting: Provide regular updates on escalation progress to all relevant parties, keeping stakeholders informed.

Benefits

We offer a range of market-competitive total rewards that include merit increases, paid holidays, Paid Time Off, and incentive bonus programs (unless covered by a collective bargaining agreement), medical, dental, vision, short and long term disability benefits, 401(k) +match, stock purchase plan, life insurance, wellness programs and financial education resources, to name a few.

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