Sr. Seamless Care Concierge
The Seamless Care Concierge is responsible for providing front line personalized concierge services via omni-channel (i.e. chat, SMS, telephony, social, etc.) support to Seamless consumers.
These roles are responsible for supporting consumers well beyond traditional customer service functions by providing "white glove" treatment including but not limited to case management.
Care Concierges are the primary initial touchpoints for Seamless’ Human Services Delivery functions and act as the consumers ambassador and advocate until their issues are resolved or the requested service(s) has been provided.
This position REQUIRES previous Social Work experience. This experience can be in one or more of the three areas listed below: * Healthcare social workers help patients understand their diagnosis and make the necessary adjustments to their lifestyle, housing, or health care. For example, they may help people make the transition from the hospital back to their homes and communities.
In addition, they may provide information on services, such as home healthcare or support groups, to help patients manage their illness or disease.
Social workers help doctors and other healthcare professionals understand the effects that diseases and illnesses have on patients’ mental and emotional health. * Geriatric social workers help senior citizens and their families.
They help clients find services, such as programs that provide older adults with meals or with home health care.
In some cases, they provide information about assisted living facilities or nursing homes or work with older adults in those settings.
They help clients and their families make plans for possible health complications or where clients will live if they can no longer care for themselves. * Hospice and palliative care social workers help patients adjust to serious, chronic, or terminal illnesses.
Palliative care focuses on relieving or preventing pain and other symptoms associated with serious illness. Hospice is a type of palliative care for people who are dying.
Social workers in this setting provide and find services such as support groups or grief counselors to help patients and their families cope with the illness or disease.
In addition, these are the traits of people who would be successful in this role:
* Compassion. Social workers often work with people who are in stressful and difficult situations. To develop strong relationships, they must have compassion and empathy for their clients.
* Interpersonal skills. Being able to work with different groups of people is essential for social workers. They need strong people skills to foster healthy and productive relationships with their clients and colleagues.
* Listening skills. Clients talk to social workers about challenges in their lives. To effectively help, social workers must be able to listen to and understand their clients’ needs.
* Organizational skills. Helping and managing multiple clients, often assisting with their paperwork or documenting their treatment, requires good organizational skills.
* Problem-solving skills. Social workers need to develop practical and innovative solutions to their clients’ problems.
* Time-management skills. Social workers often have many clients. They must effectively manage their time to provide adequate service to all of their clients.
Additional Minimum Requirements:
-Demonstrated knowledge of health care terminology, continuum of care, contractual arrangements, and CPT, HCPCS, and ICD coding. Knowledge of managed care, Medicare, Medicaid, and Accountable Care Organization (and other value-based reimbursement systems.
-Strong oral, written, and interpersonal skills with the ability to translate complex concepts and ideas to speak in plain language and ensures their message is received and understood.
-Ability to assimilate detailed information, think critically, and make decisions within individual role and responsibility.
-Strong organization and time management skills with the ability to manage workload independently.
-Demonstrated ability to take initiative, assume ownership, remove barriers, and be successful working independently.
-Proven ability to quickly build and maintain positive, collaborative, and rewarding relationships with internal and external customers.
-Ability to effectively manage conflict and ambiguity.
-Provide recommendations for knowledgebase articles, process improvements, and training material updates.
-Proficiency in identifying potential for product innovations and technical automation to ensure optimal customer interaction.
-Technical ability to manage and maintain automated solutions within service desk system.
-Demonstrated history of proactively anticipating customer, project, and product needs and developing solutions or pre-emptively raising concerns.
-Understanding of basic health plan benefits across a range of plan types (For profit, non-profit, ASO, individual, etc.) sufficient to explain coverage to customers and ask proficient question of the health plans to determine benefit coverage.
-Displays an enthusiastic, fully-committed, and self-directed approach to work.
-Ability to adapt quickly to changing priorities, policies, and procedures.
-Ability to work in a cross-functional team environment that may include immediate team members, other internal teams, and third-party partners.
-Possesses a flexible mindset and ability to convey confidence and credibility in customer interactions.
-Excellent business English and grammar skills.
-Strong competence in Microsoft Office software.
-Demonstrated ability to provide guidance and inquiry-specific support to junior team members.
-Experience providing coaching and mentoring to junior team members.
-Experience working in cross-functional teams.
-Demonstrated ability to define, collect, and analyze complex situations and processes to develop metrics, synthesize solutions and options, and drive towards results.
-Demonstrated ability to understand, translate and communicate technical and complex ideas and situations to a wide variety of audiences including clients, coworkers and management
-Demonstrated ability to identify, break down and document product/system requirements that can be understood by development resources.
-Normally to be proficient in the competencies listed above:
-The Care Concierge Senior would have 8 years’ experience in consumer-facing roles.
-Experience should specifically include Social Work.
-General Functions and Outcomes:
-Provide concierge support in areas including, but not limited to, finding local resources, assisting with appointment scheduling, researching conditions, preparing for appointments, and figuring out financial assistance and options. Fully leverage multi-channel and/or omni-channel tools and technologies to communicate with consumers and fulfill their needs.
-Manage variable volumes of incoming work (e.g. through call queues, chats, emails, etc…) and prioritize follow-through to meet service level agreements and performance requirements.
-Exhibit a professional and polished, yet compassionate and caring, demeanor in all consumer interactions.
-Maintain a holistic, consumer-centric view of problems and interactions in order to function beyond simple transactions.
-Take ownership of consumer interactions and drive them toward resolution, where completion is total consumer satisfaction.
-Provide unbiased support navigating the complex health care system across the entire continuum of care.
-Meet dependability, availability, timeliness, accuracy, quantity, quality, and other standards as established by management.
-Maintain confidentiality and sensitivity in all aspects for internal and external customers. Drive process improvements.
-Effectively handle the most complex interactions with minimal assistance or guidance.
-Expected to have some non-production time to serve as internal subject matter expert and the first point of escalation for issues and questions from Care Concierges and consumers.
-Provide support for the coordination of day-to-day work including, but not limited to, monitoring incoming volume, assignments, and availability.
-Collaborate with Human Service Delivery leadership to establish quality metrics; leads and conducts Quality Assurance for the team of Care Concierges.
-Create knowledgebase articles and training materials, deliver training, and provide coaching and mentoring.
-Establish and monitor staffing and scheduling.
-Serve as external subject matter expert on program processes, procedures, and deliverables.
-May lead intra-departmental projects.