Member Concierge Representative

Houston

Job Description Job Description Job Title: Member Concierge Representative

Department: Customer Service

Reports To : Supervisor, Customer Service

Position Summary: Apex Health Solutions is expanding our services by building a member concierge

team to assist our client’s health plan members with onboarding processes and questions. This

position will be one of the initial points of contact with our client organization membership and

shall provide initial onboarding through a disciplined flow of call scripting. Individuals within

this team will also be responsible for ongoing outreach on a predetermined cadence to enrich the

overall member experience.

Essential Duties and Responsibilities:

• Complies with HIPAA/PHI Regulations.

• Adheres to all Compliance/Program Integrity requirements.

• Places outbound calls to members following scripting tools and call flows in an effort to

increase member engagement and provide resolution to onboarding questions.

• Meet or exceed call volume requirements while maintain a superior level of service

• Adheres to schedule and scripting tools ensuring commitment to meeting department and client

service levels.

• Clearly documents all interactions with members utilizing technology and desk level procedures

to ensure accuracy and completeness.

• Appropriately routes any issue(s) that require additional internal review to the correct

department.

• Correctly warm transfers callers with complex inquiries to the appropriate client team.

• Look for ways to improve and promote quality and member commitment

• Respectfully communicates and collaborates with internal and external stakeholders to enhance

relationships and render exceptional service.

• Promotes individual professional growth and development by meeting requirements for

mandatory/continuing education and skills competency; supports department-based goals which

contribute to the success of the organization.

Qualifications: To perform this job successfully, an individual must be able to perform each

essential duty satisfactorily. The requirements listed below are representative of the knowledge,

skill, and/or ability required. Reasonable accommodations may be made to enable individuals

abilities to perform the essential functions.

In addition to the qualifications below, the qualified candidate must have:

• Positive phone demeanor and excellent written and verbal communication skills

• Bilingual – English and Spanish

• Listening and compassion skills to support the challenges of our client’s diverse

membership

• Ability to multitask in a fast-paced environment

• Must have a service-oriented mindset and be capable of making members feel valued

• Exemplify strong organizational skills

• Self-motivated teammate with strong attention to detail

• Possess a positive attitude and be willing to work as part of a team

• Proficient computer skills, specifically with Microsoft Office and Windows

• Acute analytical and research abilities to triage issues

• Flexible to work evenings, weekends and/or holidays

Competencies: To perform the job successfully, an individual should demonstrate the following:

Adaptability - Adapts to changes in the work environment. Manages competing demands. Accepts

criticism and feedback. Changes approach or method to best fit the situation.

Communication - Expresses ideas and thoughts verbally. Expresses ideas and thoughts in written

form. Exhibits good listening and comprehension. Keeps others adequately informed. Selects and uses

appropriate communication methods.

Dependability - Responds to requests for service and assistance. Follows instructions, responds to

management direction. Takes responsibility for own actions. Commits to doing the best job possible.

Keeps commitments. Meets attendance and punctuality guidelines.

Quality - Demonstrates accuracy and thoroughness. Displays commitment to excellence. Looks for ways

to improve and promote quality. Applies feedback to improve performance. Monitors own work to

ensure quality.

Quantity - Meets productivity standards. Completes work in timely manner. Strives to increase

productivity. Works quickly. Achieves established goals.

Teamwork - Balances team and individual responsibilities. Exhibits objectivity and openness to

others' views. Gives and welcomes feedback. Contributes to building a positive team spirit. Puts

success of team above own interests.

Education/Experience:

• Education: High School Diploma or GED; Bachelor’s Degree in a health care related field is

preferred

• One (1) year of customer service experience in a call center required; Experience in a health

plan or pharmacy call center preferred

• One (1) year of health care, case management or pharmacy experience required

Certificates and Licenses : None

Supervisory Responsibilities: None

Work Environment: The work environment characteristics described here are representative of those

an employee encounters while performing the essential functions of this job. Reasonable

accommodations may be made to enable individuals with disabilities to perform the essential

functions.

The noise level in the work environment is usually quiet.

Physical Demands: The physical demands described here are representative of those that must be met

by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the

essential functions.

While performing the duties of this Job, the employee is regularly required to sit; use hands to

finger, handle, or feel and talk or hear. The employee is occasionally required to stand and walk.

The above job description is not intended to be an all-inclusive list of duties and standards of

the position. Incumbents will follow any other instructions, and perform any other related duties,

as assigned by their supervisor

ABOUT APEX HEALTH SOLUTIONS

Apex Health Solutions powers payers and providers choosing to engage in value-based risk

contracting. Apex’s unique solutions create alignment between payers and providers, generating

unparalleled value. Combined with Apex’s experienced and successful industry leadership, our focal

point remains on improvement in patient quality, satisfaction and overall cost of care.

The above job description is not intended to be an all-inclusive list of duties and standards of

the position. Incumbents will follow any other instructions, and perform any other related duties,

as assigned by their supervisor.