Digital Concierge Lead

Alignment Healthcare USA, LLC in; Orange (CA); On-site; USD 41,000 - 63,000; Full time

Job summary

A leading healthcare company is seeking a Digital Concierge Lead in California. This full-time role focuses on enhancing member experiences through effective communication and problem-solving skills, requiring a strong customer service background. The position offers opportunities for growth and the chance to make a significant impact in the lives of seniors.

Qualifications

• Minimum three (3) years of customer service experience required.
• Knowledge of Medicare Managed Care Plans necessary.
• Effective written and oral communication skills.

Responsibilities

• Monitor the performance and quality of the digital concierge experience team.
• Assist in defining performance standards and training.
• Provide support to resolve member issues and inquiries.

Skills

Customer Service

Problem Solving

Communication

Organizational Skills

Bilingual (Spanish)

Education

High School Diploma or GED

College courses

Job description

Digital Concierge Lead (Finance)

Alignment Health is breaking the mold in conventional health care, committed to serving seniors and those who need it most: the chronically ill and frail. It takes an entire team of passionate and caring people, united in our mission to put the senior first. We have built a team of talented and experienced people who are passionate about transforming the lives of the seniors we serve. In this fast-growing company, you will find ample room for growth and innovation alongside the Alignment Health community. Working at Alignment Health provides an opportunity to do work that really matters, not only changing lives but saving them. Together.

Alignment Healthcare is seeking a full-time Digital Concierge Lead, primarily responsible for monitoring the performance and quality of the digital concierge experience team. The ideal candidate will have great written and verbal communication skills and will go the extra mile to ensure consumer satisfaction. Provide 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. You must be able to work in a high-paced environment, be able to multitask, and be very organized - all with a serving heart attitude. Proficiency in Spanish highly preferred.

General Duties/Responsibilities (May include but are not limited to):

• Serve as a "subject matter expert" in plan procedures, protocols, benefits, services, and any other necessary information to resolve member issues and inquiries; to support assigned team with day-today questions, training, etc.
• Assist in defining and monitoring performance and productivity standards specific to those systems that must be in place to serve Alignment's enrolled population and meet service SLA.
• Assist with development of digital response templates, which may involve coordination of health plan benefits knowledge, reference documents, member resources, etc.
• Assist with new hire onboarding, including but not limited to ongoing training for the enforcement of workflow and policy.
• Responsible for the Quality Assurance review of digital replies, tracking, and reporting of performance outcomes, and other department KPIs.
• Work closely with our Public Relations & Marketing Communications, Consumer Experience, and IT/DTS teams to optimize the digital member experience.
• Assigned complex or VIP member issues or special projects as required.
• Service Inbound member phone queues as needed, in support of Member Experience service level metrics.
• Ensures HIPAA compliance and Protection of Health Information, and upholding all standards for privacy, security, and data integrity.
• Adhere to all applicable attendance policies and expectations.
• Encourage a spirit of cooperation, teamwork and accountability among all department employees.
• Perform other duties as assigned.

SUPERVISORY RESPONSIBILITIES:

This job has no supervisory responsibilities.

Minimum Requirements:

Experience:

Required: Minimum three (3) years of customer service experience.

Preferred: 5+ years' customer service/healthcare experience. Previous Lead experience or similar capacity

Education:

• Required: High School Diploma or GED.

• Preferred: College courses.

Specialized Skills:

Required:

• Knowledge of Medicare Managed Care Plans required
• Type 40+ words per minute and ability/experience with 10-key by touch.
• Ability to communicate positively, professionally and effectively with others; provide leadership, teach and collaborate with others.
• Effective written and oral communication skills; ability to establish and maintain a constructive relationship with diverse members, management, employees and vendors;
• Mathematical Skills: 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.
• 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.
• Reasoning Skills: 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.
• Problem-Solving Skills: Effective problem solving, organizational and time management skills and ability to work in a fast-paced environment.

Preferred: Bi-lingual (Spanish). Oral and written proficiency.

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 accommodation may be made to enable individuals with disabilities to perform the essential functions.
Pay Range: $41,472.00 - $62,208.00
Pay range may be based on a number of factors including market location, education, responsibilities, experience, etc.

Alignment Health is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, age, protected veteran status, gender identity, or sexual orientation.

*DISCLAIMER: Please beware of recruitment phishing scams affecting Alignment Health and other employers where individuals receive fraudulent employment-related offers in exchange for money or other sensitive personal information. Please be advised that Alignment Health and its subsidiaries will never ask you for a credit card, send you a check, or ask you for any type of payment as part of consideration for employment with our company. If you feel that you have been the victim of a scam such as this, please report the incident to the Federal Trade Commission at https://reportfraud.ftc.gov/#/ . If you would like to verify the legitimacy of an email sent by or on behalf of Alignment Health's talent acquisition team, please email [e-mail] .