Our client is seeking a part-time Healthcare Concierge. This role is responsible for supporting consumers well beyond traditional customer service functions by providing "white glove" treatment including but not limited to case management. The Healthcare Concierge is the primary initial touchpoints for the companies’ Human Services Delivery functions and act as the consumers ambassador and advocate until their issues are resolved or the requested service(s) has been provided.
General Functions and Outcomes:
Provide concierge support in areas including, but not limited to, finding local resources, assisting with appointment scheduling, researching conditions, preparing for appointments, and figuring out financial assistance and options.
Fully leverage multi-channel and/or omni-channel tools and technologies to communicate with consumers and fulfill their needs.
Manage variable volumes of incoming work (e.g. through call queues, chats, emails, etc.) and prioritize follow-through to meet service level agreements and performance requirements.
Exhibit a professional and polished, yet compassionate and caring, demeanor in all consumer interactions.
Maintain a holistic, consumer-centric view of problems and interactions in order to function beyond simple transactions.
Take ownership of consumer interactions and drive them toward resolution, where completion is total consumer satisfaction.
Provide unbiased support navigating the complex health care system across the entire continuum of care.
Meet dependability, availability, timeliness, accuracy, quantity, quality, and other standards as established by management.
Maintain confidentiality and sensitivity in all aspects for internal and external customers.
Drive process improvements.
The Care Concierge would have 5 years’ experience in consumer-facing roles in a health care, retail, hospitality, executive support, service industry, or related field. Preferred candidates will have social work and/or caregiver experience.
Demonstrated knowledge of health care terminology, continuum of care, contractual arrangements, and CPT, HCPCS, and ICD coding.
Knowledge of managed care, Medicare, Medicaid, and Accountable Care Organization (and other value-based reimbursement systems.
Strong oral, written, and interpersonal skills with the ability to translate complex concepts and ideas to speak in plain language and ensures their message is received and understood.
Ability to assimilate detailed information, think critically, and make decisions within individual role and responsibility.
Strong organization and time management skills with the ability to manage workload independently.
Demonstrated ability to take initiative, assume ownership, remove barriers, and be successful working independently.
Proven ability to quickly build and maintain positive, collaborative, and rewarding relationships with internal and external customers.
Ability to effectively manage conflict and ambiguity.
Provide recommendations for knowledgebase articles, process improvements, and training material updates.
Proficiency in identifying potential for product innovations and technical automation to ensure optimal customer interaction.
Technical ability to manage and maintain automated solutions within service desk system.
Demonstrated history of proactively anticipating customer, project, and product needs and developing solutions or pre-emptively raising concerns.
Understanding of basic health plan benefits across a range of plan types (For profit, non-profit, ASO, individual, etc.) sufficient to explain coverage to customers and ask proficient question of the health plans to determine benefit coverage.
Displays an enthusiastic, fully committed, and self-directed approach to work.
Ability to adapt quickly to changing priorities, policies, and procedures.
Ability to work in a cross-functional team environment that may include immediate team members, other internal teams, and third-party partners.
Possesses a flexible mindset and ability to convey confidence and credibility in customer interactions.
Excellent business English and grammar skills.
Strong competence in Microsoft Office software.
Benefits are available to eligible VanderHouwen contractors and include coverage for medical, dental, vision, life insurance, short and long term disability, and matching 401k.
VanderHouwen is an award-winning, Women-Owned, WBENC certified professional staffing firm. Founded in 1987, VanderHouwen has been successfully placing experienced professionals throughout the Pacific Northwest and nationwide. Our recruitment teams are highly specialized in either Technology and IT, Engineering, or Accounting and Finance career markets. Our recruiters value building meaningful, professional relationships with each candidate as well as developing honed knowledge of companies' staffing needs and workplaces. Partner with us to land your next exciting career.
VanderHouwen is an Equal Opportunity Employer and participates in E-Verify. VanderHouwen does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, or any other characteristic protected by applicable local, state or federal civil rights laws.