Healthcare Support Professional

7 days ago

Nashville, Tennessee, United States Lucent Health Solutions, Inc. Full time
About Lucent Health Solutions, Inc.

Luent Health Solutions, Inc. combines top-tier claims management with a compassionate, human-focused, data-driven care management solution. This approach helps self-insured employers provide care management that enables health plan participants to make smarter, cost-saving healthcare decisions. Continuous data analytics offer ongoing insights, ensuring participants receive the right care, at the right cost, at the right time.

Our company culture is built on a foundation of honesty, ethics, and hard work. We believe that these values are essential for our success.

Honesty
  • We value transparent communication, ensuring all interactions are open and clear without withholding crucial information.
  • Integrity is paramount in our organization, with accuracy in reporting, work outputs, and tasks assigned.
  • We promote truthfulness by providing honest feedback and reporting any issues or challenges as they arise.
  • We strive to build and maintain trust through consistent reliable behavior.
Ethics
  • We ensure fair decision-making, respecting company policies and values in all actions and decisions.
  • We take ownership of mistakes and responsibility for rectifying them, promoting accountability.
  • We treat colleagues, clients, and partners with fairness and dignity, maintaining respect.
  • We safeguard sensitive information and avoid conflicts of interest, upholding confidentiality.
Hard Work
  • We meet or exceed deadlines, maintaining high productivity levels, demonstrating consistency.
  • We take initiative to tackle challenges without waiting to be asked, showcasing proactiveness.
  • We voluntarily offer to assist in additional projects or tasks when needed, displaying willingness.
  • We work efficiently under pressure or in changing environments, adapting to new situations.
Job Overview

The Healthcare Support Professional is a key member of the Concierge Team based in Nashville, Tennessee. As part of the multidisciplinary care team, this role is responsible for helping patients navigate insurance complexities related to complex illnesses, traumatic clinical events, and general member support. This position supports the multidisciplinary team by assisting members with self-funded insurance, benefits, eligibility inquiries, locating providers and facilities, general customer service assistance, and addressing non-clinical issues impacting quality of life and outcomes.

Responsibilities:

This role supports the multidisciplinary care team by ensuring seamless delivery of the Narus program for individuals and their families. The responsibilities include:
  • Providing an excellent member experience through direct communication via high-volume inbound and outbound calls and secure messages.
  • General Support Specialist duties including educating members on benefits plans, such as deductibles, in/out of network inquiries, and other benefit questions.
  • Assisting in preventing and/or resolving delay in care by educating providers/facilities on RBP insurance.
  • Confirming the deployment and receipt of ancillary services like home health, DME, radiology, and community-based social services.
  • Aiding and resolving patient issues regarding locating accepting providers.
  • Maintaining case load in a timely manner.
Performing appropriate triage and escalation of routine and urgent patient calls to the clinical team when necessary.Calls external facilities and providers to execute on care plan issues for patients.Making outbound patient calls to coordinate non-clinical patient needs.Assisting care team with locating community resources for our patients.Assisting office-based team with faxing, documentation, and telephonic/virtual support of care management priorities.Participating in weekly team meetings and bi-weekly one-on-ones.Qualifications

A minimum of two (2) years of related experience or equivalent, preferably in a physician office or clinical call center. Key qualifications include:
  • High school diploma required.
  • One week in-office training required in Nashville, TN.
  • Patient, compassionate, and professional personality with a strong service orientation.
  • Demonstrated problem-solving skills.
  • Proficient in Microsoft Office programs, EMR/Care Management platforms, and keyboarding.
  • Demonstrated knowledge of legal and ethical issues related to confidentiality, including HIPAA and state-specific privacy laws.
  • Commitment to excellence and high standards.
  • Ability to analyze complex data, draw conclusions, and act on that information in a timely manner.
  • Ability to apply problem-solving techniques to the case management process.
  • Excellent time management, flexibility, and organizational skills with the ability to work independently.
  • Critical thinking and good judgment to quickly determine and prioritize issues.
  • Good communication, teamwork, and interpersonal skills with the ability to work with all levels of management.
  • Prior telephonic patient engagement or care coordination experience required.
  • Previous experience in medical claims and billing preferred.
Salary

This role offers a competitive salary of $65,000 per year, reflecting the company's commitment to attracting top talent in the industry. Additionally, we provide a comprehensive benefits package, including Health, Dental, and Vision Insurance, Employer-paid Life, Supplemental Life and AD&D, Voluntary STD, Accident, and Critical Care Insurance, discounted Auto, Home, Renter, and Condo Insurance, Wellness, EAP Services, Paid Training, and Paid Vacation and Holidays.

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