Alignment Health was founded with a mission to revolutionize health care with a serving heart culture. Through its unique integrated care delivery models, deep physician partnerships and use of proprietary technologies, Alignment is committed to transforming health care one person at a time.

By becoming a part of the Alignment Health team, you will provide members with the quality of care they truly need and deserve. We believe that great work comes from people who are inspired to be their best. We have built a team of talented and experienced people who are passionate about transforming the lives of the seniors we serve. In this fast-growing company, you will find ample room for growth and innovation alongside the Alignment community.

Concierge Representative

Position Summary:

The ACCESS On-Demand Concierge is Alignment Healthcare's model to ensure best-in-class service and care coordination 24/7. As a member of this team, you will be at the center of our member experience and the face of Alignment Healthcare.

The Concierge Representative serves as the liaison between members, providers, and internal departments to ensure that every member is receiving the customer service experience that they deserve. You will navigate our members through our health plan and supplemental benefits, care delivery model, and provider network. You will follow members throughout their journey ensuring member satisfaction and customer service are provided at a level of excellence.

Essential Duties and Responsibilities:

Essential duties and responsibilities of the Concierge Representative include, but are not limited to:

• 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.

• Meet call metrics, ensure member satisfaction, verify the member is included in or targeted for any outreach or care gap programs and connect members to programs or services when appropriate. Analyze available programs, determine program eligibility, and connect member to appropriate provider or vendor.

• Resolve incoming calls concerning members’ eligibility, benefits, provider information, clinical, and pharmacy needs; coordinate membership changes such as member’s primary care physician and proactively engage member with their wellness plan options.

• Collaborate with our partners – including but not limited to other departments, supplemental benefit vendors, and provider network – to facilitate the member experience.

• Responsible for receiving inbound phone calls within the department’s goal timeframe; may be required to communicate with members in other channels including e-mail, web chat, SMS/text, as required.

• Manage to the member’s communication preferences as possible, which may include time of day, channel, and language; utilize interpreter service as needed.

• Responsible for real-time documentation (i.e., caller name, contact info, call reason, action taken, resolution, etc.) and timely wrap-up to support outcomes reporting, in all systems/applications as required.

• Must enter member demographics and information with accuracy and attention to detail; feel responsible for the quality of our data.

Alignment Healthcare Job Description

• Excel in customer service and contribute to a culture of going “above and beyond” to ensure the highest level of

member satisfaction.

• Adhere to all applicable attendance policies to ensure consistent and reliable queue coverage, which is essential to

the member experience.

Supervisory Responsibilities

This job has no supervisory responsibilities.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The

requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable

accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Education and/or Experience: High school diploma or general education degree (GED); or one to three

months related experience and/or training; or equivalent combination of education and experience.

2. Certificates, Licenses, Registrations: None required.

3. Other Qualifications:

• High-volume inbound customer service experience, particularly for health plan or Medicare “Member

Services” roles in health plan and supplemental benefits

• Telemarketing and/or member outreach experience

• Specialized experience in escalation or resolution units

• Health care delivery experience including: appointment scheduling for preventive health,

outpatient clinic setting, and/or home visit setting; or care coordination/case management

telephonic roles

Skills and Abilities

1. Language Skills: Ability to read and interpret documents such as safety rules, operating and maintenance

instructions and procedure manuals. Ability to write routine reports and correspondence. Ability to speak

effectively before groups of customers or employees of the organization.

2. Mathematical Skills: Ability to add and subtract two digit numbers and to multiply and divide with 10’s and

100’s. Ability to perform these operations using units of American money and weight measurement,

volume, and distance.

3. Reasoning Skills: Ability to apply common sense understanding to carry out detailed but uninvolved written

or oral instructions. Ability to deal with problems involving a few concrete variables in standardized

situations.

4. Computer Skills: Strong computer skills.

5. Other Skills and Abilities:

a. Computer literate, typing 40+ words per minute.

b. Excellent communication skills, oral and written.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully

perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with

disabilities to perform the essential functions.