Description

American Specialty Health is seeking a Member Concierge to join our ASHCare Member Support team! This position provides enhanced coordination between 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 (WFH) 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 10 Mbps upload speed).  

Responsibilities

• Coordinates intake, navigation services, and administrative support for the 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 of 1 year experience in Call Center or similar Customer Service operations, preferably in a Managed Care or Health Care environment.
• Proficiency in MS Office; Outlook, Word, Excel, and SharePoint required. 
• 3 years of general office experience including administrative support or project management preferred.

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.

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

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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