Concierge Representative Job at Alignment Healthcare
Alignment Health was founded with a mission to revolutionize health care with a serving heart culture. Through its unique integrated care delivery models, deep physician partnerships and use of proprietary technologies, Alignment is committed to transforming health care one person at a time.
By becoming a part of the Alignment Health team, you will provide members with the quality of care they truly need and deserve. We believe that great work comes from people who are inspired to be their best. We have built a team of talented and experienced people who are passionate about transforming the lives of the seniors we serve. In this fast-growing company, you will find ample room for growth and innovation alongside the Alignment community.
Concierge Representative
Position Summary:
The ACCESS On-Demand Concierge is Alignment Healthcare's model to ensure best-in-class service and care coordination 24/7. As a member of this team, you will be at the center of our member experience and the face of Alignment Healthcare.
The Concierge Representative serves as the liaison between members, providers, and internal departments to ensure that every member is receiving the customer service experience that they deserve. You will navigate our members through our health plan and supplemental benefits, care delivery model, and provider network. You will follow members throughout their journey ensuring member satisfaction and customer service are provided at a level of excellence.
Essential Duties and Responsibilities:
- Be knowledgeable in procedures, protocols, benefits, services, and any other necessary information to resolve member issues and inquiries; serve as a “subject matter expert” in the health care experience that our members navigate daily.
- Meet call metrics, ensure member satisfaction, verify the member is included in or targeted for any outreach or care gap programs and connect members to programs or services when appropriate. Analyze available programs, determine program eligibility, and connect member to appropriate provider or vendor.
- Resolve incoming calls concerning members’ eligibility, benefits, provider information, clinical, and pharmacy needs; coordinate membership changes such as member’s primary care physician and proactively engage member with their wellness plan options.
- Collaborate with our partners – including but not limited to other departments, supplemental benefit vendors, and provider network – to facilitate the member experience.
- Responsible for receiving inbound phone calls within the department’s goal timeframe; may be required to communicate with members in other channels including e-mail, web chat, SMS/text, as required.
- Manage to the member’s communication preferences as possible, which may include time of day, channel, and language; utilize interpreter service as needed.
- Responsible for real-time documentation (i.e., caller name, contact info, call reason, action taken, resolution, etc.) and timely wrap-up to support outcomes reporting, in all systems/applications as required.
- Must enter member demographics and information with accuracy and attention to detail; feel responsible for the quality of our data.
Alignment Healthcare Job Description
- Excel in customer service and contribute to a culture of going “above and beyond” to ensure the highest level of
- Adhere to all applicable attendance policies to ensure consistent and reliable queue coverage, which is essential to
Supervisory Responsibilities
This job has no supervisory responsibilities.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The
requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable
accommodations may be made to enable individuals with disabilities to perform the essential functions.
1. Education and/or Experience: High school diploma or general education degree (GED); or one to three
months related experience and/or training; or equivalent combination of education and experience.
2. Certificates, Licenses, Registrations: None required.
3. Other Qualifications:
- High-volume inbound customer service experience, particularly for health plan or Medicare “Member
- Telemarketing and/or member outreach experience
- Specialized experience in escalation or resolution units
- Health care delivery experience including: appointment scheduling for preventive health,
telephonic roles
Skills and Abilities
1. Language Skills: Ability to read and interpret documents such as safety rules, operating and maintenance
instructions and procedure manuals. Ability to write routine reports and correspondence. Ability to speak
effectively before groups of customers or employees of the organization.
2. Mathematical Skills: Ability to add and subtract two digit numbers and to multiply and divide with 10’s and
100’s. Ability to perform these operations using units of American money and weight measurement,
volume, and distance.
3. Reasoning Skills: Ability to apply common sense understanding to carry out detailed but uninvolved written
or oral instructions. Ability to deal with problems involving a few concrete variables in standardized
situations.
4. Computer Skills: Strong computer skills.
5. Other Skills and Abilities:
a. Computer literate, typing 40+ words per minute.
b. Excellent communication skills, oral and written.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully
perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with
disabilities to perform the essential functions.
Alignment requires all new hires to follow local and/or state requirements regarding the COVID-19 vaccine and booster. If applicable, proof of vaccination and booster will be required as a condition of employment subject to legal exemptions. This policy, which Alignment reserves the right to modify, is part of Alignment’s ongoing efforts to ensure the safety and well-being of its staff and community and to support public health efforts.
Alignment Healthcare, LLC is proud to practice Equal Employment Opportunity and Affirmative Action. We are looking for diversity in qualified candidates for employment: Minority/Female/Disable/Protected Veteran.
If you require any reasonable accommodation under the Americans with Disabilities Act (ADA) in completing the online application, interviewing, completing any pre-employment testing or otherwise participating in the employee selection process, please contact careers@ahcusa.com.
- DISCLAIMER: Please beware of recruitment phishing scams affecting Alignment Health and other employers where individuals receive fraudulent employment-related offers in exchange for money or other sensitive personal information. Please be advised that Alignment Health and its subsidiaries will never ask you for a credit card, send you a check, or ask you for any type of payment as part of consideration for employment with our company. If you feel that you have been the victim of a scam such as this, please report the incident to the Federal Trade Commission at https://reportfraud.ftc.gov/#/. If you would like to verify the legitimacy of an email sent by or on behalf of Alignment Health’s talent acquisition team, please email careers@ahcusa.com.
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