Concierge - Call Center

Huntsville, AL, USA|Remote

Job Overview

Employment Type

Full-time

Work Schedule

Standard Hours

Benefits

Work from home

Health Insurance

Paid Time Off

Professional Development

flexible schedule

Collaborative environment

Equal opportunity employer

Job Description

American Specialty Health Incorporated (ASH) is a leading health and wellness company dedicated to improving the quality of life and health outcomes of its members. ASH provides innovative managed care services and specialized programs focused on clinical, virtual, and fitness-related care. The company is committed to offering excellent customer service and comprehensive support through its ASHCare Managed Services department. ASH operates with a strong emphasis on technology-enabled support and wellness programs to enhance the health journeys of its diverse member base. The organization is known for fostering a collaborative work environment that encourages continuous improvement, professional growth, and adherence to quality and compliance standards.

The Concierge position at ASH is a vital role within the ASHCare Managed Services department, designed to elevate the member and patient experience throughout various clinical and wellness services. This role involves active participation in a variety of support activities such as verifying eligibility, enrolling members, scheduling appointments, and providing technical assistance. The Concierge is responsible for coordinating virtual physical and occupational therapy sessions, site care administrative support, and wellness programs aimed at improving member engagement and satisfaction. This position requires a detail-oriented, customer-focused professional capable of managing multiple systems and adapting quickly to policy changes and new technology platforms. The Concierge acts as a key touchpoint for members, providing exceptional communication, administrative accuracy, and adherence to compliance standards in all interactions. By joining ASH, Concierge team members become part of an innovative healthcare organization devoted to compassionate service and health optimization. This full-time work-from-home opportunity offers a dynamic environment for individuals looking to support healthcare management and contribute positively to member wellness outcomes.

Job Requirements

High school diploma or GED certificate
at least one year experience with call center or customer service operations
proficiency in MS Office applications
ability to use multiple internal and external computer systems
excellent communication and interpersonal skills
ability to manage multiple priorities and respond promptly
ability to maintain confidentiality
capacity to work in a primarily sedentary environment
ability to lift up to 10 lbs
ability to travel within and around the facility or work from home

Job Qualifications

High school diploma or GED certificate
one year experience with call center or customer service operations preferably in managed care or healthcare
three years general office experience including administrative support and project management preferred
computer proficiency in MS Office including Outlook, Word, Excel, and SharePoint
demonstrated technical proficiency with multiple internal and external systems and platforms
ability to interact positively and respectfully
excellent customer service skills
strong listening and interpersonal communication skills
ability to organize, prioritize, multi-task, and manage time
accuracy and productivity in a changing environment
analytical problem-solving skills
ability to maintain strict confidentiality

Job Duties

Provide administrative support for members, patients, and consumers participating in clinical, virtual, wellness, and other managed programs
respond to inquiries via telephone, email, chat, and other digital platforms with courtesy and professionalism
utilize defined criteria and approved resources to determine eligibility and relay accurate program information
collect and enter detailed information into company systems while maintaining confidentiality
coordinate and facilitate appointments considering licensure, time zones, and program prerequisites
guide participants through pre-visit/session requirements and provide technical support
review internal and external systems to determine member payment responsibilities and facilitate payment collection
meet department performance metrics and quality standards
maintain up-to-date knowledge of program policies and system changes
manage time effectively for prompt responses and timely follow-up
exercise strict confidentiality and compliance with legal and organizational standards
participate in team meetings and collaborative improvement initiatives
assist with administrative duties related to Virtual Physical and Occupational Therapists
respond to provider/practitioner communications
troubleshoot member/patient access, scheduling, and claim issues
review license and certification documentation for new Virtual Therapists
perform other assigned duties
comply with all policies and standards