Description
American Specialty Health Incorporated (ASH) is seeking a Concierge to join our ASHCare Managed Services department.
The Concierge is an essential role dedicated to enhancing the experience and coordination of clinical, virtual, and fitness-related services and programs, such as virtual physical and occupational therapy, site of care administrative support, and wellness programs. Concierge team members use critical thinking to support a diverse range of activities, including verifying program eligibility, enrolling members, obtaining payments, scheduling appointments, assisting with navigation and technical support, and providing program information.
Remote Worker Guidelines
- Remote Worker Guidelines: This position will be trained remotely and must be able to work from home (WFH) in a designated work area with company-provided technology equipment. This WFH position requires you have a stable connection to your Internet Service Provider with the ability to participate by video in online meetings over a reliable and consistent network. The internet connection must have a consistent 50 down/10 up Mbps minimum internet speed. 100 down/20 up is recommended to support higher quality video meetings.
Responsibilities
- Provides administrative support for members, patients, and consumers participating in clinical, virtual, wellness, and other American Specialty Health managed programs:
- Receives and responds to inquiries via telephone, email, chat, and other digital platforms, greeting each individual with courtesy and professionalism.
- Utilizes defined criteria and approved resources to determine eligibility and relay accurate program information.
- Collects and enters detailed information into company systems, maintaining thorough and confidential records.
- Coordinates and facilitates new and recurring appointments, navigating licensure requirements, time zones, and program-specific prerequisites.
- Guides participants through pre-visit/session requirements, including equipment, online access, and provides technical support as needed.
- Reviews internal and external systems to accurately determine any member cost share or payment required, and facilitates the collection of payment as needed.
- Meets department scorecard expectations by consistently achieving established performance metrics and quality standards.
- Maintains up-to-date knowledge of program policies, procedures, and system changes; adapting quickly to frequent updates that may occur with little notice or formal training.
- Manages time effectively to ensure prompt responses and timely follow-up.
- Exercises and maintains strict confidentiality and compliance with all legal, privacy, and organizational standards.
- Participates in team meetings and collaborative initiatives to foster continuous improvement and teamwork.
- Assists with administrative duties related to the Virtual Physical & Occupational Therapists:
- Receives and responds to telephone calls, emails, and chats from participating providers/practitioners.
- Assists with troubleshooting member/patient issues as it relates to access to care, scheduling, and claims.
- Review systems to ensure proper license and certification documentations from newly onboarded Virtual Therapists.
- Performs other duties as assigned.
- Complies with all policies and standards.
Qualifications
- High School Diploma or GED certificate required.
- 1 year Experience with Call Center or Customer Service operations, preferably in a Managed Care or Health Care environment required.
- 3 years General office experience including administrative support and project management preferred.
- Computer proficiency in MS Office; Outlook, Word, Excel, SharePoint experience required.
- Demonstrated technical proficiency and ability to learn and use multiple internal and external systems, platforms, and tools to support program operation and caller needs.
Core Competencies
- Demonstrated ability to interact in a positive, respectful manner and establish and maintain cooperative working relationships.
- Ability to display excellent customer service to meet the needs and expectations of both internal and external customers.
- Excellent listening and interpersonal communication skills to identify critical core competencies based on success factors and organizational environment.
- Ability to effectively organize, prioritize, multi-task and manage time.
- Demonstrated accuracy and productivity in a changing environment with constant interruptions.
- Demonstrated ability to analyze information, problems, issues, situations, and procedures to develop effective solutions.
- Ability to exercise strict confidentiality in all matters.
Mobility
- Primarily sedentary, able to sit for long periods of time.
Physical Requirements
- Ability to see, speak, and hear other personnel and/or objects. Ability to communicate both in verbal and written form. Ability to travel within and around the facility or Work from Home (WFH) environment. Capable of using a telephone, computer keyboard, and mouse. Ability to lift up to 10 lbs.
Environmental Conditions
- Work-from-home (WFH) environment.