Company Statement

Connecticare is a leading health plan in the state of Connecticut and a subsidiary of EmblemHealth, a health and wellness company that provides insurance plans, primary and specialty care, and wellness solutions.  WellSpark is a digital wellness company and national subsidiary of EmblemHealth that offers a full suite of products and solutions to reward people for healthy behaviors.

 

To protect the health and safety of our workforce, members, patients, and the communities we serve, the EmblemHealth family of companies require all new employees to be fully vaccinated for COVID-19. Exemption/reasonable accommodations may be granted because of 1) a qualifying medical condition or disability that makes getting the vaccine unsafe for the individual, or 2) objection on the basis of sincerely held religious beliefs and/or practices.
 

Concierge Service Specialist - Multiple Positions

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Operations
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ConnectiCare
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We are seeking dynamic Concierge Service Specialists to join our Call Center in Farmington, CT starting February 2022! The Concierge Service Specialist will provide telephonic customer service support to ConnectiCare members, providers and facilities. Inquiries can range from verifying information, questions regarding billing, locating a Physician in accordance to their plan, etc. They will be responsible for addressing any issues under ConnectiCare’s various plans as it relates to areas of coverage, payment of claims, membership status, medical management intake calls, etc.

Purpose: Handle incoming inquiries through multiple contact channels for our CNY HMO members.  Be able to effectively and efficiently communicate resolutions to member’s requests ensuring high First Contact Resolution rates.  Advocate for our members in the event there are issues and follow up with the members once the issues are resolved.  Go the extra mile. 

Responsibilities:
  • Create a connection and develop rapport with members to provide outstanding personalized service 
  • Identify customer needs and assist in providing complete resolution of customer concerns including claims, benefit and enrollment inquiries through health plan navigation and collaboration with other internal groups.
  • Be an expert in EmblemHealth products, services and technology platforms. Champion the effort to solve the members request on the initial call and provide follow up if not solved on the initial call.  
  • Act as a scheduling agent, working in collaboration with the member, to ensure appointments are scheduled, as necessary.  
  • Inform and educate members on how to utilize self service capabilities and functionality with the portals and mobile application. 
  • Gather and proactively provide feedback to stakeholders based on member feedback to further improve customer experience.
  • Able to clearly communicate with the member either verbally or through written correspondence. 
  • Delight the member
Qualifications:
  • Bachelors’ degree preferred
  • Healthcare including pharmacy background preferred, but not required
  • Microsoft office experience
  • Strong customer service skills
  • Knowledge of health insurance industry
  • Exemplary oral and written communication skills
  • Dependability and adaptability
  • Commitment to quality and continuous improvement
  • Strong problem solving skills to be applied to a wide array of business challenges 
  • Expert in all systems and processes
  • Bi-lingual Spanish speaking preferred
 
 
Essential Job Requirements:
  • Primarily sedentary 
  • Must be able to use standard office equipment.

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