Client Services Concierge

Milwaukee, WI, USA|Remote, Onsite

Job Overview

Employment Type

Full-time

Compensation

Hourly

Range $14.75 - $19.00

Work Schedule

Standard Hours

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Paid Time Off

Retirement Plan

remote work options

Employee volunteer programs

Job Description

Network Health is a reputable health insurance provider dedicated to delivering high-quality and accessible healthcare coverage options to its members. Located in Wisconsin, Network Health is committed to improving the health outcomes of the communities it serves through comprehensive health plans and exceptional service. The company actively embraces innovation, customer service excellence, and community involvement. Network Health offers a supportive and inclusive work environment with opportunities for professional growth, emphasizing work-life balance through flexible working arrangements including remote, office-based, or hybrid models. The position is based in Wisconsin, either at home offices with reliable internet access or at the company offices located in Brookfield or Menasha, with occasional travel expected between these sites. This role provides 40 hours per week of full-time employment from Monday through Friday, 8:00 am to 5:00 pm, offering employees a structured schedule to maintain consistent work-life balance.

The Client Services Concierge supports the Family Savings Plan (FSP) team by serving as a key point of contact for members, brokers, and internal stakeholders, ensuring excellence in customer experience. This role involves managing inquiries about existing and new product lines with a thorough understanding of benefit interpretation, billing, and related customer service tasks. By collaborating closely across multiple lines of business such as Medicare, Group, and Marketplace insurance, the Client Services Concierge translates complex healthcare information into easily understandable communication. This position requires exceptional customer service skills combined with a proactive, solutions-oriented approach to effectively support daily operational workflows and long-term corporate priorities.

The successful candidate will be responsible for answering phones, gathering detailed information, providing first-call resolutions, and escalating issues when necessary. Additionally, the role includes duties such as supporting the creation of reports, maintaining electronic tools to track work, managing invoice coordination, and contributing to product development and government relations processes. This position plays a crucial role in fostering communication within the organization by composing and editing written communications for both internal and external audiences including presentations and websites. Meeting coordination, document management, and follow-up actions are also integral to ensuring smooth operational execution. Overall, the role of Client Services Concierge at Network Health is instrumental in delivering high-quality customer service and operational support to align with the company’s mission of health improvement and innovation.

Job 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

Job Qualifications

High school diploma required
associate degree preferred
2+ years working in customer focused industry required
customer service, enrollment and claims services experience strongly preferred
health insurance experience preferred

Job Duties

Provide support in the creation of reports and updates
create and 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 such as scheduling, facility logistics and document agendas, minutes and action items
follow up as appropriate
other duties as assigned