Health Advocate Concierge, Customer Service

Davita Inc.; East Hampshire; On-site; GBP 40,000 - 60,000; Full time

Job summary

Join a purpose-driven organization committed to empowering employees and fostering professional growth. This role focuses on delivering an integrated member experience, providing concierge-level service, and assisting members with their healthcare needs. You'll collaborate with clinicians and help members navigate their health benefits effectively. With a strong emphasis on communication and customer service, this position offers a rewarding opportunity to make a real difference in people's lives. Be part of a team that values your contributions and invests in your development.

Benefits

Health and wellness plans

401(k) and pension

Paid time off

Parental leave

Disability insurance

Tuition reimbursement

Employee assistance programs

Paid holidays

Qualifications

• 2 years of experience in concierge-oriented customer service.
• Experience in planning care and assisting customers with provider selection.

Responsibilities

• Provide concierge guidance and answer questions regarding benefits and claims.
• Assist members in navigating the healthcare system and setting appointments.

Skills

Verbal and written communication skills

Attention to detail

Customer service experience

Knowledge of medical terminology

Proficiency with web and PC applications

Education

Associate degree

Bachelor's degree

Job description

At HCSC, our employees are the cornerstone of our business and the foundation of our success. We empower employees with curated development plans that foster growth and promote rewarding, fulfilling careers.

Join HCSC and be part of a purpose-driven company that invests in your professional development.

Job Summary

Responsible for an integrated member experience, providing concierge guidance, and answering questions from members and providers regarding medical, behavioral health, and prescription benefits and claims. Assisting members in assessing tools, health partner options, and setting provider appointments through their preferred communication method, whether by phone, webchat, or written correspondence. The incumbent is a subject matter expert, may handle projects, and assist in training others. They are responsible for navigating the healthcare system and helping members reach optimal health by collaborating with clinicians from medical, behavioral health, or pharmacy fields.

*** This position is on-site and requires you to be in office in Abilene, TX, Danville, IL, or Quincy, IL. Unless you are currently a telecommuting internal candidate, this is NOT a remote position. ***

Required Job Qualifications:

1. Associate degree with 2 years of experience OR a Bachelor's degree with 1 year of experience OR 3 years of concierge-oriented customer service experience.
2. Experience emphasizing planning of care, assisting customers to select in-network providers, and training customers on tools.
3. Knowledge of medical terminology.
4. Experience building trust and providing concierge-level service.
5. Clear and concise verbal and written communication skills, including motivational interviewing to interact with members and physicians.
6. Attention to detail and strong documentation skills.
7. Proficiency with web and PC applications.

Preferred Job Qualifications:

1. Associate degree in Health Science or Health Studies or a Bachelor's degree.
2. Knowledge of HCSC customer service systems, processes, and products.
3. 3 years of concierge-oriented customer service experience in an insurance environment.
4. Clinical or social work expertise.
5. Experience in coordinating medical services.
6. Knowledge of health benefit plans and the insurance industry.

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Are you being referred to one of our roles? If so, ask your connection at HCSC about our Employee Referral process!

Pay Transparency Statement:

At Health Care Service Corporation, you will be part of an organization committed to offering meaningful benefits to support your life outside of work. Our benefits include health and wellness plans, 401(k), pension, paid time off, parental leave, disability insurance, supplemental life insurance, employee assistance, paid holidays, tuition reimbursement, and other incentives. Learn more at https://careers.hcsc.com/totalrewards.

The offered compensation varies based on skills, education, knowledge, and experience. This role may be eligible for an annual incentive bonus, subject to plan terms and conditions.

HCSC Employment Statement:

We are an Equal Opportunity Employer committed to a welcoming environment that respects and values the differences of all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or other legally protected characteristics.

Base Pay Range

$18.10 - $37.10