About the Role
Position Overview:
The Family Advocate Concierge will be responsible for overseeing a team of Family Advocates while assisting national clients with healthcare-related inquiries and ensuring optimal engagement in appropriate programs. This role will involve a combination of team management, member support, and continuous education regarding healthcare benefits, all aimed at enhancing the client experience. The position requires an intensive in-office training period, after which it transitions to a remote role with occasional travel to provider locations across the state.
Key Responsibilities:
Team Oversight & Leadership: Supervise the Family Advocate team, providing guidance, training, and clear communication regarding policies, processes, and goals. Track progress and ensure team members meet performance objectives.
Benefit Communication: Clearly explain and communicate plan benefit designs to members, as defined by the employer, during on-site visits and various communication channels.
Member Interaction: Engage with members through multiple communication methods (e.g., chat, telephone, video, in-person) to ensure appropriate engagement, answer inquiries, and provide support.
Issue Resolution: Address and resolve claims, benefits, and enrollment issues while ensuring a positive and informative interaction with members.
Engagement & Education: Assist in driving member engagement in available programs and services. Provide educational resources and act as a trusted resource for healthcare-related questions.
Progress Reporting: Provide timely and accurate updates to management and members based on pre-established timelines and expectations.
Requirements
Qualifications:
Education: Bachelor’s Degree (BA/BS) in a related healthcare field.
Experience: Minimum of 5 years of experience in healthcare customer service or a related role, with demonstrated leadership and team management skills.
Skills:
Strong understanding of healthcare benefits, claims, and enrollment processes.
Excellent verbal and written communication skills.
Ability to lead, educate, and motivate a team.
Problem-solving and conflict resolution abilities.
Proficiency with multi-channel communication tools.
Additional Requirements:
Ability to work remotely after the initial in-office training period.
Occasional travel to on-site provider locations across the state as required.
About the Company
RepuCare is a woman-owned business and a leading provider of medical management solutions for federal and corporate healthcare programs. With a strong commitment to quality and innovation, RepuCare has earned recognition as one of the fastest-growing staffing firms in the nation. We are currently partnering with a large managed care organization and are seeking a dedicated Family Advocate Concierge to join their team.