TheCare Conciergeis responsible for providing front line personalized concierge services via omni-channel (i.e. chat, SMS, telephony, social, etc.) support to Seamless consumers. These roles are responsible for supporting consumers well beyond traditional customer service functions by providing "white glove" treatment including but not limited to case management. Care Concierges are the primary initial touchpoints for Seamless' 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.
At Cambia, our values are fundamental to achieving our Cause of transforming the health care industry. They guide our actions and bring diverse perspectives together to improve the health care journey better for those we serve. All eight values are equally important and linked to the others: Empathy, Hope, Courage, Trust, Commitment, Innovation, collaboration and Accountability. These values are not just words on paper - we live them every day.
Responsibilities & Requirements
General Functions & 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.
+ 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.
+ Demonstrated technology-savvy.
Normally to be proficient in the competencies listed above:
TheCare Conciergewould 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.
TheCare Concierge Seniorwould have 8 years' experience in consumer-facing roles in a health care, retail, hospitality, executive support, service industry, or related field with increasingly progressive responsibilities.
Work primarily performed in office environment.
Travel may be required - list locally or out of state.
Will be required to work outside normal hours including early morning, late evening, and weekend hours.
At Cambia, we advocate for transforming the health care system. You aren't satisfied with the status quo and neither are we. We're looking for individuals who are as passionate as we are about transforming the way people experience health care. We offer a competitive salary and a generous benefits package. We are an equal opportunity employer dedicated to workforce diversity and a drug and tobacco-free workplace. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, age, sex, sexual orientation, gender identity, disability, protected veteran status or any other status protected by law. A drug screen and background check is required.
Cambia's portfolio of companies spans health care information technology and software development; retail health care; health insurance plans that carry the Blue Cross and Blue Shield brands; pharmacy benefit management; life, disability, dental, vision and other lines of protection; alternative solutions to health care access; and free-standing health and wellness solutions.We have nearly a century of experience in developing and providing health solutions to serve our members. We had our beginnings in the logging communities of the Pacific Northwest as innovators in helping workers afford health care. That pioneering spirit has kept us at the forefront as we build new avenues to improve access to and quality of health care for the future.
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Category (Portal Searching)Customer Support