Digital Concierge Experience (Finance)
Alignment Healthcare is seeking a full-time Digital Experience Concierge Associate, primarily responsible for monitoring and responding to digital communications from our health plan members. Our ACCESS On-Demand Concierge team needs detailed-oriented concierge associates who have great written and verbal communication skills and will go the extra mile to ensure consumer satisfaction. The ideal candidate will 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):
1. Excel in customer service and contribute to a culture of going "above and beyond" to ensure the highest level of member satisfaction
2. Be knowledgeable in procedures, protocols, benefits, services, and any other necessary information to resolve member issues and inquiries; serve as a "subject matter expert" in the health care experience that our members navigate daily.
- Monitor communication channels as assigned and manage replies to ensure all metrics for timeliness and consumer experience success are met.
- Develop, write, and edit digital replies, which may involve coordination of health plan benefits knowledge, reference documents, member resources, insights from key stakeholders, and more to be determined
- Follow communication "scripts" and/or templates as appropriate, ensuring the consumers' needs are clearly understood and resolved
- Edit and proofread material with a fine-tooth comb to ensure all standards of professionalism are met, including diction, grammar, and tone
- Responsible for ensuring HIPAA compliance and Protection of Health Information, and upholding all standards for privacy, security, and data integrity
- Work closely with our Public Relations & Marketing Communications, Consumer Experience, and IT/DTS teams to optimize the digital member experience
- Prepare and submit reports on digital utilization and experience as required for management review
- Service Inbound member phone queues and function as a Concierge Representative or Member Experience Associate in support of service level metrics
- Adhere to all applicable attendance policies and expectations
- Perform other duties as assigned
Pay range- $21-23/hr
