Health Advocate Concierge, Customer Service

HCSC • Chicago, IL

5d • Hybrid

About The Position

This position is responsible for being a compassionate and dedicated advocate for the member to demonstrate a concierge attitude when assisting members with maximizing their benefits, navigating the healthcare system and reaching their optimal health. Responsible for providing guidance and answering questions from members about their benefits and medical claims, as well as educating members about health and wellness programs. Assisting members in assessing tools available to help guide and inform decision-making about complex matters related to their health and wellbeing. Emphasize adherence to the members personal plan of care and help to facilitate the members selection and access to in-network healthcare providers in pursuit of that plan. Collaborate with providers, families, and patients to ensure member and treating provider needs are met. The incumbent is a subject matter expert and may handle projects and assist with training others. This role requires 6 weeks of onsite training in Chicago.

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

• Being a compassionate and dedicated advocate for the member
• Demonstrating a concierge attitude when assisting members with maximizing their benefits, navigating the healthcare system and reaching their optimal health
• Providing guidance and answering questions from members about their benefits and medical claims
• Educating members about health and wellness programs
• Assisting members in assessing tools available to help guide and inform decision-making about complex matters related to their health and wellbeing
• Emphasizing adherence to the members personal plan of care
• Facilitating the members selection and access to in-network healthcare providers in pursuit of that plan
• Collaborating with providers, families, and patients to ensure member and treating provider needs are met
• Handling projects and assisting with training others

Benefits

• Curated development plans that foster growth and promote rewarding, fulfilling careers
• Purpose-driven company that will invest in your professional development

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree