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 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.

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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