Concierge - Call Center

American Specialty Health Incorporated (ASH) is seeking a Concierge to join our ASHCare Managed Services department. The Concierge is an essential role serving to enhance the coordination of members and providers for the Virtual Physical & Occupational Therapy and Fall Prevention services. The Concierge verifies program eligibility completes assessments obtains member payment responsibilities coordinates appointment scheduling and provides appropriate program navigation and technical support 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 (minimum 50 Mbps download and 50 Mbps upload speed.)

Responsibilities

• Coordinates intake navigation services and administrative support for Virtual Physical & Occupational Therapy and Fall Prevention program:

  • Receives and responds to telephone calls emails and chats greeting members with a courteous welcoming manner and offering an introduction and pertinent information.

  • Utilizes defined criteria to determine caller 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 & Occupational 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 & 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 Physical Therapist.

• 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 required.

• 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 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.

American Specialty Health is an Equal Opportunity/Affirmative Action Employer.

All qualified applicants will receive consideration for employment without regard to sex (including pregnancy childbirth related medical conditions breastfeeding and reproductive health decision-making) gender gender identity gender expression race color religion (including religious dress and grooming practices) creed national origin citizenship ancestry physical or mental disability legally-protected medical condition marital status age sexual orientation genetic information military or veteran status political affiliation or any other basis protected by applicable local federal or state law. Please view Equal Employment Opportunity Posters provided by OFCCP here . If you are a qualified individual with a disability or a disabled veteran you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability. To request an accommodation contact our Human Resources Department at (800) 848-3555 x6702. ASH will not discharge or in any other manner discriminate against employees or applicants because they have inquired about discussed or disclosed their own pay or the pay of another employee or applicant. However employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information unless the disclosure is (a) in response to a formal complaint or charge (b) in furtherance of an investigation proceeding hearing or action including an investigation conducted by the employer or (c) consistent with the Company’s legal duty to furnish information.

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