Health Plan Concierge

Lumeris

3d•$39,000 - $48,150

About The Position

Your Future is our Future At Lumeris, we believe that our greatest achievements are made possible by the talent and commitment of our team members. That's why we are actively seeking talented and collaborative individuals who are passionate about making a difference in the healthcare industry. Join us today as we strive to create a system of care that every doctor wants for their own family and become part of a community that values its people and empowers you to make an impact. Position Summary: The Concierge Service Team provides white glove service thru outreach campaigns, targeted retention activities and service recovery efforts. This team also handles inbound member calls and helps support in market member events, webinars and other member engagement activities. As a Health Plan Concierge, you must have a passion for enhancing member engagement, driving a 5 Star member experience and ensuring on-going member retention.

Requirements

High school diploma, GED, or equivalent
Ability to be proactive, flexible, adaptable, respectful, enthusiastic, resourceful, open to change, interested in feedback, organized, consistent and comfortable taking initiative
1 + years Proven track-record of consistently delivering 5 Star service demonstrated thru accuracy, efficiency and a genuine delight to serve.
Demonstrated ability to work independently with strong productivity, dependability and accountability.
Excellent written and verbal communication skills including the demonstrated ability to interact effectively with associates at all levels inside and outside of the company.
Strong investigative and problem-solving skills.
Experience using DASH, Genesys, Service NOW, Excel, Ask GPT, Jiva, Zelis, and Workday.
Ability to read, comprehend and accurately follow instructions in a constantly changing environment.
Sound decision-making and strong attention to detail, multi-tasking and organizational skills.
Demonstrated ability to take initiative, be proactive, flexible, adaptable, respectful, enthusiastic, resourceful, organized, consistent and open to change, interested in feedback and able to perform at a high-level with limited supervision.
Able to work an 8-hour schedule Monday – Friday between the hours of 8am and 6pm cst.
Overtime and weekends may occasionally be required based on business need.

Nice To Haves

Knowledge of Federal & State Healthcare regulations, CMS guidelines and policies and Essence Healthcare’s MA benefits
Bachelor’s degree is a plus but not required.
Bi-lingual is a plus.

Responsibilities

Engage with members thru outbound, inbound, chat, email and in person to support various service recovery and engagement related campaigns and activities.
Communicate clearly with members in a professional manner using excellent service skills.
Build rapport with members by asking clarifying questions and anticipating their needs and exceeding their expectations.
Support retention and recovery efforts by responding to member questions and complaints and resolve issues by following operational processes and procedures.
Ensure all member inquiries are answered accurately, timely and in a professional manner and meet CMS standards.
Handle complex and/or escalated situations and act urgently when necessary.
Work as a team to prioritize responsibilities, meet production standards and achieve goals and deadlines.
Other duties and responsibilities as assigned.