Concierge Coordinator- Nashville TN- Onsite bei Lucent Health

About Lucent Health 

Lucent Health combines top-tier claims management with a compassionate, human-focused, data-driven care management solution. This approach helps self-insured employers provide care management that enables health plan participants to make smarter, cost-saving healthcare decisions. Continuous data analytics offer ongoing insights, ensuring participants receive the right care, at the right cost, at the right time. Join us as we build a company that aims to be a better health benefits partner for self-insured employers. 

Company Culture 

We believe that the success of Lucent Health relies on having employees who are honest, ethical and hardworking. These values are the foundation of Lucent Health. 

Honest 

• Transparent Communication: be open and clear in all interactions without withholding crucial information
• Integrity: ensure accuracy in reporting, work outputs and any tasks assigned
• Truthfulness: provide honest feedback and report any issues or challenges as they arise
• Trustworthiness: build and maintain trust by consistently demonstrating reliable behavior

Ethical 

• Fair Decision Making: ensure all actions and decisions respect company policies and values
• Accountability: own up to mistakes and take responsibility for rectifying them
• Respect: treat colleagues, clients and partners with fairness and dignity
• Confidentiality: safeguard sensitive information and avoid conflicts of interest

Hardworking 

• Consistency: meet or exceed deadlines, maintaining high productivity levels
• Proactiveness: take initiative to tackle challenges without waiting to be asked 
• Willingness: voluntarily offer to assist in additional projects or tasks when needed
• Adaptability: work efficiently under pressure or in changing environments

Summary 

The Concierge Coordinator role is a vital component of the Concierge Team at Lucent Health. As a crucial member of the multidisciplinary care team, the Concierge Coordinator is committed to delivering empathetic and expert assistance to patients navigating the complexities of insurance during serious illnesses, recovery from traumatic clinical events, or general member support needs. In this role, the Concierge Coordinator provides administrative and logistical support to the multidisciplinary team, ensuring members receive seamless guidance through the intricacies of self-funded insurance, benefits, and eligibility inquiries. The coordinator excels in locating providers and facilities, offering unparalleled customer service, and addressing non-clinical issues that profoundly impact quality of life and patient outcomes for dedicated clients. 

Job Responsibilities 

• Deliver exceptional member assistance through high-volume inbound and outbound calls, as well as secure messages, ensuring each interaction is conducted with care and professionalism.
• Provide detailed information on benefits plans, including deductibles, in/out-of-network inquiries, and other benefit-related questions, empowering members with essential knowledge.
• Facilitate timely care by informing providers and facilities about RBP insurance, ensuring smooth and efficient service delivery.
• Verify the deployment and receipt of ancillary services such as home health, durable medical equipment (DME), radiology, and community-based social services, ensuring members receive necessary support.
• Assist members in finding providers, addressing and resolving any issues that arise.
• Maintain and manage a caseload efficiently, ensuring timely follow-up and resolution of member inquiries.
• Perform appropriate triage and escalation of routine and urgent patient calls to the clinical team, ensuring critical issues are addressed promptly.
• Communicate with external facilities and providers to implement care plan issues for patients, ensuring coordinated and effective care.
• Make outbound calls to patients to coordinate non-clinical needs, providing comprehensive support beyond clinical care.
• Assist the care team in identifying and locating community resources for patients, enhancing their overall support network.
• Other duties as assigned

Qualifications & Professional License Requirements 

• Minimum of 2-3 years of experience in a customer service or support role, preferably within the healthcare/insurance industry.
• Excellent verbal and written communication skills, with the ability to convey complex information clearly and empathetically.
• Strong problem-solving skills, with the ability to address and resolve member issues efficiently.
• Exceptional organizational skills, with the ability to manage multiple tasks and caseloads effectively.
• Proficiency in using healthcare management software, Microsoft Office Suite, and other relevant technology.
• Understanding of self-funded insurance plans, benefits, and eligibility inquiries. Familiarity with RBP insurance is a plus.
• Strong interpersonal skills, with the ability to work collaboratively within a multidisciplinary team.
• Ability to adapt to a hybrid work environment, balancing remote and on-site responsibilities.
• Demonstrated commitment to providing outstanding customer service and support.
• Demonstrated knowledge of legal and ethical issues related to confidentiality, including HIPAA and state specific privacy laws. 

Equal Employment Opportunity Policy Statement 

Lucent Health is an Equal Opportunity Employer that does not discriminate based on actual or perceived race, color, creed, religion, alienage or national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and related medical conditions), gender identity, gender expression, transgender status, sexual orientation, marital status, military service and veteran status.