Health Advocate Concierge, Customer Service
About The Position
Responsible for an integrated member experience. Responsible for providing concierge guidance and answering questions from members and providers for medical, behavioral health and prescription benefits and claims. Assisting members in assessing tools, health partner options, and setting provider appointments through their choice of communication whether it be phone, webchat, or written. The incumbent is a subject matter expert and may handle projects and assist in training others. They are responsible for navigating the healthcare system and helping the member reach optimal health by collaborating with clinicians from medical, behavioral or a pharmacist. This role will start 100% onsite in the Springfield, IL office for training.
Requirements
- Associate with 2 years OR, a Bachelor’s with 1 year, OR 3 years of concierge-oriented customer service experience
- Experience emphasizing plan of care, assisting customers to select in-network providers, and train customers on tools.
- Knowledge of medical terminology.
- Experience building trust and providing concierge level of service.
- Clear and concise verbal and written communication skills, including motivational interviewing to interact with the members and physicians.
- Attention to detail and strong documentation skills.
- Web and PC proficiency.
Nice To Haves
- Associate degree in Health Science or Health Studies or Bachelor’s degree.
- Knowledge of HCSC customer service systems, processes, and products of the operational area.
- 3 years of concierge-oriented customer service experience in an insurance environment.
- Clinical or social work expertise.
- Experience in coordinating medical services.
- Knowledge with health benefit plans and the insurance industry.
Responsibilities
- Providing concierge guidance and answering questions from members and providers for medical, behavioral health and prescription benefits and claims.
- Assisting members in assessing tools, health partner options, and setting provider appointments through their choice of communication whether it be phone, webchat, or written.
- Navigating the healthcare system and helping the member reach optimal health by collaborating with clinicians from medical, behavioral or a pharmacist.
- Handling projects and assisting in training others.
Benefits
- Health and wellness benefits
- 401(k) savings plan
- Pension plan
- Paid time off
- Paid parental leave
- Disability insurance
- Supplemental life insurance
- Employee assistance program
- Paid holidays
- Tuition reimbursement
- Other incentives
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
