Health Advocate Concierge, Customer Service

Member Concierge Representative

Responsible for an integrated member experience. 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.

Required Job Qualifications:

• Associate with 2 years OR, a Bachelors 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.

Preferred Job Qualifications:

• Associate degree in Health Science or Health Studies or Bachelors 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.