Healthcare Support Specialist

5 days ago

Nashville, Tennessee, United States Lucent Health Solutions LLC Full time
Job Title: Support Specialist

Job Summary:

The Support Specialist plays a vital role in the Concierge Team at Lucent Health Solutions LLC, providing compassionate support to patients navigating complex illnesses, traumatic clinical events, and general member support. This role requires administrative support to the multidisciplinary care team, ensuring seamless delivery of the Narus program for individuals and their families.

Key Responsibilities:

  • Provide exceptional member experience through direct communication via high-volume inbound and outbound calls and secure messages.
  • Educate members on benefits plans, including deductibles, in/out of network inquiries, and other benefit questions.
  • Assist in preventing and/or resolving delays in care by educating providers/facilities on RBP insurance.
  • Confirm deployment and receipt of ancillary services such as home health, DME, radiology, and community-based social services.
  • Aid and resolve patient issues regarding locating accepting providers.
  • Maintain case load in a timely manner.
  • Perform appropriate triage and escalation of routine and urgent patient calls to the clinical team when necessary.
  • Make outbound patient calls to coordinate non-clinical patient needs.
  • Assist care team with locating community resources for patients.
  • Assist office-based team with faxing, documentation, and telephonic/virtual support of care management priorities.

Qualifications:

  • A minimum of two (2) years of related experience or equivalent, preferably in a physician office or clinical call center.
  • High school diploma required.
  • 1 week in-office training required in Nashville, TN.
  • Highly desirable: Knowledge of Reference-based pricing (RBP) and understanding the relationship between self-funded insurances and third-party administrators.
  • Patient, compassionate, and professional personality with a strong service orientation.
  • Demonstrated problem-solving skills.
  • Proficient on 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.

Benefits:

We offer a competitive, comprehensive benefits package that includes 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.

Equal Opportunity Employer:

Lucent Health Solutions LLC is an Equal Opportunity Employer that does not discriminate based on actual or perceived race, color, creed, religion, alienage or national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, and related medical conditions), gender identity, gender expression, transgender status, sexual orientation, marital status, military service, and veteran status.

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