Concierge Representative Temporary

Job Number:2141

Position Title:Concierge Representative

External Description:

Concierge Representative

Position Summary:

The ACCESS OnDemand Concierge is Alignment Healthcares model to ensure bestinclass 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.

TheConcierge Representativeserves 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. By ensuring an aligned experience is available to our members at any time of day or night we will transform health care for seniors.

Essential Duties and Responsibilities:

Essential duties and responsibilities of theConcierge Representativeinclude but are not limited to:

• 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 members 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 departments goal time frame and for performing outbound courtesy calls as needed; may be required to communicate with members in other channels including email web chat SMS/text as required.
• Manage to the members communication preferences as possible which may include time of day channel and language; utilize interpreter service as needed.
• Responsible for realtime documentation (i.e. caller name contact info call reason action taken resolution etc. and timely wrapup 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.
• Excel in customer service and contribute to a culture of going above and beyond to ensure the highest level of member satisfaction.
• Adhere to all applicable attendance policies to ensure consistent and reliable queue coverage which is essential to the member experience.

Supervisory Responsibilities

This job has no supervisory responsibilities.

Qualifications

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. For Concierge Team launch we will require Concierge Representatives to have bilingual abilities in either: Spanish Vietnamese Chinese (Mandarin or Cantonese) or Korean.
2. Education and/or Experience: High school diploma or general education degree (GED); or one year minimum of related experience and/or training; or equivalent combination of education and experience.
3. Certificates Licenses Registrations: None required.
4. Other Qualifications preferred but not required:

• • Highvolume inbound customer service experience particularly for health plan or Medicare Member Services roles in health plan and supplemental benefits
  • Telemarketing and/or member outreach experience
  • Specialized experience in escalation or resolution units
  • Health care delivery experience including: appointment scheduling for preventive health outpatient clinic setting and/or home visit setting; or care coordination/case management telephonic roles
  • Any specialization in Medicare Advantage managed care or HMO

Please note no time off is granted:

• First 46 weeks of onboarding / training period
• Annually from January 1st January 31st due to high call volume for calendar year enrollment.

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 twodigit numbers and to multiply and divide with 10s and 100s. 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:
6. 1. Computer literate typing 40 words per minute.
   2. Excellent communication skills oral and written

Essential Physical Functions:

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.

1. While performing the duties of this job the employee is regularly required to talk or hear. The employee regularly is required to stand walk sit use hand to finger handle or feel objects tools or controls; and reach with hands and arms.
2. The employee frequently lifts and/or moves up to 10 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

City:Orange

State:California

Location City:Orange

Schedule:Full Time

Location State:California

Community / Marketing Title:Concierge Representative (Temporary)

Company Profile:

Alignment Healthcare 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 Healthcare 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 fastgrowing company you will find ample room for growth and innovation alongside the Alignment community.

EEO Employer Verbiage:

On August 17 2021 Alignment implemented a policy requiring all new hires to receive the COVID19 vaccine. Proof of vaccination will be required as a condition of employment subject to applicable laws concerning exemptions/accommodations. This policy is part of Alignments ongoing efforts to ensure the safety and wellbeing of our 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 preemployment testing or otherwise participating in the employee selection process please contact