Concierge Manager

CommuniCare Advantage; Blue Ash (OH); On-site; USD 42,000 - 55,000; Full time

Job summary

CommuniCare Health in Blue Ash, OH is seeking an I-SNP Member Concierge to provide personalized, high-touch support to Medicare Advantage I-SNP members. You will serve as a trusted contact for members, families, facility staff, providers, and internal teams to ensure a seamless experience.

You will educate members about benefits, resources, and preventive services, help navigate appointments and transportation, and escalate concerns to licensed clinical staff as needed.

Responsibilities

• Serve as a dedicated point of contact for assigned I-SNP members.
• Build relationships with members, families, and caregivers.
• Educate members about benefits, services, resources, and preventive care.
• Assist members in navigating the health-care system and plan resources.
• Coordinate with Care Management, Clinical, and Provider Relations teams.
• Escalate clinical concerns to licensed staff and follow up on issues.

Job description

Job Address:10123 Alliance Road, Suite 320 Blue Ash, OH 45242Position SummaryThe I-SNP Member Concierge provides personalized, high-touch support to members enrolled in the Medicare Advantage I-SNP. The Concierge serves as a trusted point of contact for members, families, facility staff, providers, and internal health-plan teams. The primary goal is to create a seamless, personalized member experience while helping members understand and access their benefits, services, care resources, and health-plan support.The Concierge builds relationships with members and facility partners, identifies barriers to care, coordinates solutions, and ensures concerns are appropriately escalated and resolved.Key ResponsibilitiesMember Engagement & Relationship Management- Serve as a dedicated point of contact for assigned I-SNP members.- Build meaningful relationships with members and their families/caregivers.- Conduct proactive outreach to promote engagement and satisfaction.- Identify member needs, concerns, preferences, and barriers to care.- Provide personalized assistance throughout the member’s health-plan journey.- Promote member loyalty and retention through exceptional service.I-SNP & Medicare Advantage Education- Educate members about I-SNP benefits, services, resources, and care-management programs.- Explain how to access plan resources in a clear, easy-to-understand manner.- Assist members with navigating the health-care system.- Reinforce the role of the interdisciplinary care team and primary care providers.- Provide appropriate education regarding preventive services and available plan resources.Care Navigation & Coordination- Help members navigate appointments, providers, transportation resources,pharmacy services, and other plan-supported resources.- Identify potential gaps or barriers and communicate concerns to the appropriate care team.- Coordinate with Care Management, Clinical, Provider Relations, MemberServices, and other departments.- Escalate clinical concerns to appropriately licensed clinical staff.- Follow up to ensure identified issues are addressed.Facility & Provider Partnership- Develop strong relationships with participating facilities and their leadership.- Work collaboratively with facility staff to improve the member experience.- Participate in facility visits, member events, educational sessions, andengagement activities.- Identify trends or recurring member concerns and communicate them to