HealthCare Concierge

Requirements: ESSENTIAL DUTIES AND RESPONSIBILITIESReceive all inbound calls from the member population and conduct proactive outbound calls asassigned Address member concerns and answer questions related to claims issues, provider resources, benefits, billing, member enrollment/disenrollment, and service issues Resolution and timely response to all member problems within expected or required timeframes Adhere to set Member Services call center metrics and call evaluation requirements including, but not limited to set monthly call volume, call quality scores, abandonment rates, CMS servicelevels, and missed/refused call volume. Assist with responding to member inquiries via email Maintain personal metrics to established performance levels of the team Management of the customer relationship to ensure retention and maintain member loyalty Provide member education and counseling on access to services, benefits, and providers Assume ownership and responsibility for member satisfaction with Health Team Advantage Maintain completion of special projects, as assigned. This includes, but is not limited to memberoutreach, follow-up, etc. Assist in grievance and appeals process Perform verification calls for members that have enrolled in the Health Team Advantage plan aswell as perform welcome calls to those members that do not require a verification call Perform outreach calls for members that have enrolled and require provider attestation or HRAcompletion. Ability to work before/past normal shift hours to complete any outstanding tasks for a member(s).May have to work mandatory overtime during certain timeframes in the calendar year (i.e., AEP, Quality Measure initiatives, other special projects)Ability to work either the 8:00 AM-5:00 PM, 8:30 AM-5:30 PM, 9:00 AM-6:00 PM, or 11:00AM-8:00 PM, Monday through Friday, outside of the Annual Enrollment Period, and the ability to be flexible with time during the Annual Enrollment Period, when Healthcare Concierge Service hours are 8:00 AM-8:00 PM, seven days a week. All other duties as assigned.

Education: High School diploma, GED, or equivalent work experience

Required Experience: Customer service, sales, or account management experience Call Center/ High call volume handling experience Managed care or health plan operations experience

Preferred Experience: Healthcare Concierge experience Medicare Experience

Other Requirements: Annual Flu VaccineKNOWLEDGE, SKILLS,

AND ABILITIESRequired Competencies: Call Center/Customer Service Experience Excellent problem-solving and organizational skills Strong interpersonal communication skills Excellent knowledge of Microsoft Office (Excel, Word, Power Point)Ability to work independently or as a team Operate general office equipment, including but not limited to computers, phones, and relateddevices

Preferred Competencies: Thorough knowledge of CMS guidelines, processes, and systemsPHYSICAL REQUIREMENTSExerting up to 10 pounds of force occasionally (up to 1/3 of the time) and/or; A negligible amount of force frequently (1/3 to 2/3 of the time) to lift, carry, push, pull, orotherwise move objects, including the human body. Sedentary work involves sitting most of the time but may involve walking or standing for briefperiods of time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentarycriteria are met. ABOUT HEALTHTEAM ADVANTAGEHEALTHTEAM ADVANTAGE is an equal opportunity employer. All applicants will be considered foremployment without attention to race, color, religion, sex, sexual orientation, gender identity, nationalorigin, veteran, or disability status. Health Team Advantage (HTA), a Greensboro-based health insurance company, owned by Cone Health, offers Medicare Advantage plans to eligible Medicare beneficiaries in 33 North Carolina counties. HTA has been certified by Best Companies Group as one of America's Best Workplaces in 2025. To learn more about Health Team Advantage, visit htanc.com.