Digital Experience Concierge Associate

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November 8

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Alignment Health

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Healthcare Insurance • Insurance • Healthcare

Alignment Health is dedicated to providing comprehensive care for Medicare members, emphasizing the needs of seniors, the chronically ill, and those who are frail. With a mission to transform senior healthcare, Alignment Health leverages a tailored care model and advanced technology to deliver high-quality, low-cost healthcare services. Their 24/7 concierge care team collaborates with trusted local providers to ensure that every member receives personalized care, reflecting the company's commitment to treating all members as valued family members.

501 - 1000 employees

Founded 2013

⚕️ Healthcare Insurance

💰 $135M Series C on 2020-03

📋 Description

• Monitoring and responding to digital communications from our health plan members. • Acts as a vital part of the ACCESS On-Demand Concierge team to ensure the utmost quality communication and consumer satisfaction. • Provides the highest level of support to our members via email, phone and other communication channels to effectively manage member inquiries and issues in a timely manner. • Excels in customer service and contribute to a culture of going “above and beyond” to ensure the highest level of member satisfaction. • Develops, writes, and edits digital replies, which may involve coordination of health plan benefits knowledge, reference documents, member resources, insights from key stakeholders, and more to be determined. • Ensures HIPAA compliance and Protection of Health Information, and upholding all standards for privacy, security, and data integrity. • Prepares and submits reports on digital utilization and experience as required for management review. • Services Inbound member phone queues and function as a Concierge Representative or Member Experience Associate in support of service level metrics.

🎯 Requirements

• Minimum two (2) years customer service experience, particularly in a health plan or Medicare “Member Services” role. • 2 years of experience in Medicare Advantage, managed care, or HMO • Required: High School Diploma or GED. • Preferred: College degree preferred • Must successfully complete equivalent training for Concierge Representative and Member Experience Associate role within 6 months. • Ability to communicate positively, professionally and effectively with others; provide leadership, teach and collaborate with others. • Effective written and oral communication skills; ability to write short and concise copy that resonates with consumers and makes them feel heard and appreciated. • Ability to establish and maintain a constructive relationship with diverse members, management, employees and vendors. • Ability to manage multiple projects at once. • Ability to keyboard 40+ words a minute with minimal errors. • 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. • Ability to prioritize multiple tasks; advanced problem-solving; ability to use advanced reasoning to define problems, collect data, establish facts, draw valid conclusions, and design, implement and manage appropriate resolution. • Effective problem solving, organizational and time management skills and ability to work in a fast-paced environment. • Preferred: Fluency in written and verbal Spanish a plus.

🏖️ Benefits

• Health insurance • Retirement plans • Paid time off • Flexible work arrangements