Concierge Support Team Lead- Nashville TN- Onsite

Nashville, TN, USA|Onsite

Job Overview

Employment Type

Full-time

Work Schedule

Standard Hours

Benefits

Health Insurance

Dental Insurance

Paid Time Off

Retirement Plan

Professional Development

flexible schedule

Employee assistance program

Job Description

Lucent Health is a forward-thinking company that integrates advanced claims management with a compassionate, human-centered, and data-driven care management solution. It is dedicated to assisting self-insured employers in delivering health plan participant care management that encourages smarter, cost-effective healthcare decisions. Rooted in continuous data analytics, Lucent Health ensures that participants receive the right care at the right cost and at the right time. The company aims to be a superior health benefits partner for self-insured employers by combining expertise, technology, and a commitment to the well-being of its clients and their members.

Lucent Health values a corporate culture buil... Show More

Job Requirements

Minimum 4 to 6 years’ experience in a call center environment
Associate’s degree or higher preferred
Medical/Health care experience preferred
Strong computer skills and verbal communication

Job Qualifications

Minimum 4 to 6 years’ experience in a call center environment
Associate’s degree or higher preferred
Medical/Health care experience preferred
Strong computer skills and verbal communication

Job Duties

Provide daily operational leadership to Concierge Coordinators, ensuring timely, accurate, and complete execution of end-to-end member issue ownership
Monitor workloads and caseload distribution to ensure member issues are actively progressing toward resolution, not stalled, transferred, or abandoned
Actively prioritize, reassign, or intervene on cases based on complexity, urgency, or risk to member experience
Ensure Concierge Coordinators are executing proactive outreach, follow-ups, and documentation as defined in the Concierge model
Serve as the first point of escalation for complex, high-risk, or time-sensitive member issues including balance billing, access-to-care barriers, unresolved claims, and provider disputes
Partner directly with internal teams (Claims, Care Management, Clinical, Eligibility, Vendors) to drive resolution when cases exceed coordinator authority or require cross-functional influence
Review and guide case strategy for complex member situations, ensuring resolution paths are clear and actively pursued
Provide hands-on coaching focused on how work is executed, not only what outcomes are achieved
Review case documentation, communication quality, follow-through, and escalation timing to ensure consistency with Concierge standards
Identify execution gaps (e.g., delayed follow-up, incomplete ownership, ineffective outreach) and implement corrective guidance in real time
Support onboarding and development of newer team members through shadowing, case reviews, and structured feedback
Identify workflow, system, or policy barriers that prevent Concierge Coordinators from resolving member issues efficiently
Lead or participate in process improvement initiatives that reduce friction, handoffs, or rework
Ensure Concierge workflows align with the organization’s service philosophy of resolution over call efficiency
Maintain internal controls and ensure adherence to HIPAA, documentation standards, and escalation protocols
Communicate upward regarding trends, execution challenges, recurring member issues, and resource needs
Provide clear documentation to management regarding team performance, risk areas, and improvement actions
Serve as a communication conduit between frontline execution and leadership strategy

Job Criteria

Experience

Mid Level (3-7 years)

Job Location

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