Digital Concierge Experience

at  Alignment Healthcare

Job Number7501
Workplace Type:Fully Remote
Remote-US,California
Alignment Health is revolutionizing health care for seniors by leveraging our world-class technology platform, innovative care delivery models, deep physician partnerships and our serving heart culture! From member experience professionals and clinicians, to data scientists and operations leaders, we have built a talented and passionate team that is deeply committed to our mission of transforming health care for the seniors we serve. Ready to join us?
At Alignment Alignment, delivering exceptional care to seniors starts with ensuring an exceptional experience for our over 1,300 employees. At the center of our employee experience is a culture where employees at all levels and across all teams are encouraged to share their unique ideas and perspectives. After all, when you can bring your authentic self to work, whether that’s in a clinical setting, our corporate office or a home office, creativity and innovation flourish! Another important part of the Alignment culture is a belief in continuous learning and growth. As a result, in this fast-growing company, you will find ample support to grow your skills and your career – with us.
Alignment Healthcare is seeking a full-time Digital Experience Concierge Associate, primarily responsible for monitoring and responding to digital communications from our health plan members. Our ACCESS On-Demand Concierge team needs detailed-oriented concierge associates who have great written and verbal communication skills and will go the extra mile to ensure consumer satisfaction. The ideal candidate will provide the highest level of support to our members via email, phone and other communication channels to effectively manage member inquiries and issues in a timely manner. You must be able to work in a high-paced environment, be able to multitask, and be very organized – all with a serving heart attitude. Proficiency in Spanish highly preferred.

2. Be knowledgeable in procedures, protocols, benefits, services, and any other necessary information to resolve member issues and inquiries; serve as a “subject matter expert” in the health care experience that our members navigate daily.

• Monitor communication channels as assigned and manage replies to ensure all metrics for timeliness and consumer experience success are met.
• Develop, write, and edit digital replies, which may involve coordination of health plan benefits knowledge, reference documents, member resources, insights from key stakeholders, and more to be determined
• Follow communication “scripts” and/or templates as appropriate, ensuring the consumers’ needs are clearly understood and resolved
• Edit and proofread material with a fine-tooth comb to ensure all standards of professionalism are met, including diction, grammar, and tone
• Responsible for ensuring HIPAA compliance and Protection of Health Information, and upholding all standards for privacy, security, and data integrity
• Work closely with our Public Relations & Marketing Communications, Consumer Experience, and IT/DTS teams to optimize the digital member experience
• Prepare and submit reports on digital utilization and experience as required for management review
• Service Inbound member phone queues and function as a Concierge Representative or Member Experience Associate in support of service level metrics
• Adhere to all applicable attendance policies and expectations
• Perform other duties as assigne

1. Excel in customer service and contribute to a culture of going “above and beyond” to ensure the highest level of member satisfaction

2. Be knowledgeable in procedures, protocols, benefits, services, and any other necessary information to resolve member issues and inquiries; serve as a “subject matter expert” in the health care experience that our members navigate daily.

• Monitor communication channels as assigned and manage replies to ensure all metrics for timeliness and consumer experience success are met.
• Develop, write, and edit digital replies, which may involve coordination of health plan benefits knowledge, reference documents, member resources, insights from key stakeholders, and more to be determined
• Follow communication “scripts” and/or templates as appropriate, ensuring the consumers’ needs are clearly understood and resolved
• Edit and proofread material with a fine-tooth comb to ensure all standards of professionalism are met, including diction, grammar, and tone
• Responsible for ensuring HIPAA compliance and Protection of Health Information, and upholding all standards for privacy, security, and data integrity
• Work closely with our Public Relations & Marketing Communications, Consumer Experience, and IT/DTS teams to optimize the digital member experience
• Prepare and submit reports on digital utilization and experience as required for management review
• Service Inbound member phone queues and function as a Concierge Representative or Member Experience Associate in support of service level metrics
• Adhere to all applicable attendance policies and expectations
• Perform other duties as assigned