Client Services Concierge

** Client Services Concierge**
**Job Category****:** Customer Service

**Requisition Number****:** CLIEN001844

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**Job Details**
**Description**
Network Healths success is rooted in its mission to enhance the life, health and wellness of the people we serve. It drives the decisions we make, including the people we choose to join our growing team. Network Health is seeking a client services concierge.
This individual supports the Family Savings Plan (FSP) team including customer experience and data entry functions while working with and engaging stakeholders at different levels in the organization in pursuit of achieving corporate priorities. This individual may support new and existing product line questions from external members or brokers, and assist with benefit interpretation, billing and other related functions in a professional manner. This individual will work with all lines of business, Medicare, Group and Marketplace insurance, translating health care related jargon into effective written or verbal communication for the end user to comprehend. The individual will collect data feedback and enter findings within the database, including any additional action steps taken as follow up. He/she must be customer focused to support innovative solutions and while providing the infrastructure to manage the work.
**Essential Job Duties:**
* Provide support in the creation of reports and updates, create/ maintain electronic tools and implement tools to track work
* Answer incoming phone calls from members, customers, providers or brokers efficiently regarding their inquiries on coverage, claim status, benefit interpretation, billing and/or authorizations. Respond to inquiries within set timeframes to adhere to department metrics and contractual standards.
* During telephone calls, probe and ask appropriate questions to identify specifics of what caller is inquiring about to ensure first call resolution.
* Follow-up with customers or other departments on any outstanding issues or concerns. Escalate appropriate issues to Supervisor or appropriate individual.
* Assist with implementation of government relations and product development processes and artifacts
* Manage collection of data and enter data while engaging in basic analysis of data and developing reports
* Coordinate invoicing, budgeting and contracting activities for product development team
* Compose and edit product related communications for internal and external audiences including presentations, websites and correspondence
* Coordinate critical meetings and events (scheduling, facility logistics) and document agendas, minutes and action items. Follow up as appropriate
* Other duties as assigned
****Position Requirements:****
* HS Diploma required, associate degree preferred
* 2+ Years working in a customer focused industry required
* Customer Service, Enrollment and Claims services experience strongly preferred
* Health insurance experience preferred
*Network Health is an Affirmative Action & Equal Opportunity Employer. We encourage applications from all backgrounds, communities and industries, and are committed to having a team that is made up of diverse skills, experiences and abilities. We are committed to equality and diversity within Network Health.*
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