American Specialty Health Incorporated is seeking a Member Concierge to join our ASHCare Member Support department. This position will be an essential role serving to enhance the coordination of members and providers for the Virtual Physical Therapy and Fall Prevention services. The Member Concierge verifies program eligibility, completes assessments, obtains member payment responsibilities, coordinates appointment scheduling, and provides appropriate program navigation and technical support.
Remote Worker Considerations
Candidates who are selected for this position will be trained remotely and must be able to work from home in a designated work area with company-provided technology equipment. This remote/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 (minimum internet download of 50 Mbps and 50 Mbps upload speed).
Responsibilities
- Coordinates intake, navigation services, and administrative support for Virtual Physical Therapy and Fall Prevention program:
- Receives and responds to telephone calls, greeting members with a courteous, welcoming manner and offering an introduction and pertinent information.
- Utilizes defined criteria to determine member qualification for applicable programs.
- Gathers detailed and accurate information and enters data into company electronic systems and communication logs, including a triage survey.
- Schedules or reschedules, new and recurring member appointments by navigating state specific licensure requirements and applicable time zone preferences.
- Coordinates the collection of pre-visit information, including member cost share or payment when necessary.
- Reviews with member the requirements for a successful Virtual Physical Therapy session or Fall Prevention Assessment, including necessary equipment and secured internet connection, and assists with technical support as needed.
- Manages time to ensure calls are answered within required time frames and appropriate follow up is conducted in a timely manner.
- Maintains thorough, up-to-date and confidential records regarding member experience.
- Exercises strict confidentiality in all matters relating to the member experience.
- Maintains safe, secure, and healthy work environment by following all legal and compliance requirements.
- Attends and participates in employee and company meetings to discuss issues and foster teamwork among department personnel.
- Assists with administrative duties related to the Virtual Physical Therapist recruitment process:
- Maintains organization of shared inboxes, uploads relevant candidate documentation to a shared drive for further review.
- Coordinates new candidate screenings and exams as part of the application process.
- Schedules candidate interviews with consideration of Clinical Leadership’s availability.
- Collects and processes required license and certification documentations from newly onboarded Physical Therapist.
Qualifications
- High school diploma required.
- Minimum 1 year experience with Call Center or Customer Service operations, preferably in a Managed Care or Health Care environment.
- Three years general office experience including administrative support and project management, preferred.
- Computer proficiency in MS Office; Outlook, Word, Excel, SharePoint experience required.
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 speak, see and hear other personnel and/or objects. Ability to communicate both in verbal and written form. Ability to travel within the facility. Capable of using a telephone and computer keyboard. Ability to lift up to 10 lbs.
Environmental Conditions
Work-from-home (WFH) environment.