About this opportunity
Leading Edge Administrators LLC lists this Concierges Coordinator opportunity in kansas city, Missouri. Review the employer’s description below for duties, qualifications and application requirements.
Job description
Description
Job Summary :
The Client Concierge Specialist delivers high-touch, white-glove service experience to members, providers, and clients within a health insurance environment. This role serves as a single point of contact, guiding members through their healthcare journey by providing personalized support related to benefits, claims, eligibility, provider navigation, and issue resolution. The goal is that every interaction is handled with ownership and empathy, while employing proactive problem-solving. This position combines strong customer service skills with healthcare knowledge to proactively anticipate needs, resolve inquiries efficiently, and enhance overall member satisfaction.
Duties and Responsibilities:
Serve as the primary point of contact for inbound calls, emails, and digital inquiries from members and providers
Deliver personalized, concierge-level service by understanding member needs and providing tailored solutions which include outbound contacts
Assist members with benefits education, eligibility verification, and plan navigation
Guide members through claims inquiries, including status, processing, and explanation of benefits (EOBs) ensuring delivery in an understandable, polite manner.
Support provider searches, appointment coordination, and healthcare navigation
Research and resolve complex issues related to claims, billing, and coverage
Investigate and resolve disputes/escalations. This involves research and identifying root causes of denials/underpayments and other errors and gathering what is needed to resolve the issues. Identify the reason for the escalation and provide research until resolution is reached
Update and maintain accurate records of progress, action taken, pending items and status; communicate updates to internal and external stakeholders. Escalate unresolved or high-impact issue appropriately.
Meet or exceed performance metrics including quality, accuracy, call handling time, time to resolution, work volume and member satisfaction.
Deliver empathetic, professional communication and support retention by creating positive and seamless interactions
Requirements
Required Knowledge, Skills, and Abilities :
High school graduate or equivalent. Associates or Bachelor level degree preferred.
2+ years of experience in a customer service or call center environment handling escalation/2nd tier inquires in a healthcare, insurance or TPA environment.
Comfortable supporting multiple channels and adjusting to dynamic workloads
Familiarity with call center metrics and quality standards; Experience with claims processing, benefits, eligibility systems preferred
Experience with CRM systems or customer support platforms preferred
Experience in working escalations through emails and spreadsheets meeting timely resolution
Previous exposure to workforce management or scheduling tools
Solid working knowledge of standard computer applications including MS Word, Excel, Outlook, and PowerPoint
Ability using a computer which includes expert keyboard and navigation skills and learning new programs
Communicate clearly and professionally with internal and external customers
Work effectively individually and as part of a team to achieve established outcomes. Understand other’s roles and empower one another to take responsibility to be successful.
Demonstrate collaborative interactions with peers to reach a common goal as well as be a resource to team members and internal/external customers
Pay close attention to detail in all aspects of the job
Make decisions using available resources and sound judgment
Maintain confidentiality and discretion
Identify and resolve problems in a timely manner, gather and analyze information skillfully and proactively
Share knowledge with associates by effectively communicating and providing follow-up
Open to other’s ideas and exhibits a willingness to try new things.
Demonstrate accuracy and thoroughness; monitor work to ensure quality.
Prioritize and plan work activities to use time efficiently.
Adapt to changes in the work environment, manage competing demands and is able to deal with frequent changes, delays, or unexpected events.
Follows instructions, responds to direction, and solicits feedback to improve.
Act in such a way to instill trust from management, other associates, as well as customers.
Work overtime as required
Physical and Cognitive Demands:
The demands described here are representative of those necessary for an employee to successfully perform the essential functions of this job. Reasonable accommodation can be made to enable individuals with disabilities to perform the essential functions.
Constant: Talk, hear, speak, and use hands and fingers to operate a computer, telephone, keyboard/mouse; occasionally move about the office
Constant: Visual ability such as close vision, distance vision, color and peripheral vision, depth perception and ability to adjust focus
Occasional: Lift and/or move up to 15 pounds
Constant: Regular, predictable attendance in the office is required
Constant: While performing the duties of this job, the employee is regularly sitting for the full shift
Constant: The cognitive skills needed to complete tasks include abilities such as learning, remembering, focusing, categorizing, and integrating information for decision making, problem-solving, and comprehending.
Work Environment:
The work environment described is representative of what must be met by an employee successfully to perform the essential functions of this job.
The physical environment is indoors in a controlled climate, office setting. The noise level may be low to moderate.
Pay may vary based on location. Offers will be adjusted based on an individuals experience, education, and other job-related factors as permitted by law.
Pay range is: $ /per hour
The duties described are representative, but not restrictive of tasks that may be assigned or of the abilities required to do the job. The description is subject to change at any time. Other related duties may be assigned. This description does not alter the at-will status of employment.
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.