This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.

Role Description

The Care Concierge Coordinator will leverage their case management skills while solving complex problems in a fast-paced call center environment. Success in this role requires:

• Effective case management
• Strong communication skills
• Empathy and compassion
• Comprehensive assessment and evaluation of member’s therapy
• Provider coordination
• Effective time management to enable accurate processing of information for new and existing members

The person in this role will need to have a strong work ethic, be impeccably organized, focused, proactive, and able to make an immediate positive impact on our members.

Work Schedule: Full-time shift between 11:00 am ET and 8:00 pm ET preferred.

• Member Advocacy
  • Deliver compassionate, personalized service to support each member’s unique therapy journey.
  • Help members understand their options, navigate barriers, and advocate for necessary care adjustments and services.
• Therapy Management
  • Manage new and ongoing therapy cases, ensuring accurate documentation and coordination with providers, pharmacies, and internal teams.
  • Monitor therapy progress and prioritize member needs while handling inbound/outbound communication and casework.
• Case Resolution and Problem-Solving
  • Resolve inquiries quickly and accurately, using critical thinking to address complex issues.
  • Anticipate challenges and adapt to changing member needs.
• Communication and Collaboration
  • Maintain clear, proactive communication with members, providers, and internal teams.
  • Foster strong relationships and ensure satisfaction through professional, empathetic interactions.

Qualifications

• At least 3 years of experience in the healthcare industry, focusing on care coordination, member advocacy, or related roles.
• 3 or more years of customer service experience, case management preferably in healthcare.
• Call center experience is a plus.
• Proven experience working in a high-volume, fast-paced, evolving team environment.
• Ability to problem-solve, positively adapt to changing working conditions and multi-task.
• Passionate about improving healthcare and helping people with demonstrated success in a similar role.
• Exceptional communicator who can quickly get up to speed with the VIVIO Health program and effectively articulate its benefits.
• Responsible and reliable, taking ownership of work while looking to improve performance constantly.
• High attention to detail.
• Experience with Amazon Connect is desirable.
• High school diploma or GED.
• Available to work a full-time role between the hours of 11:00 AM - 8:00 PM ET.
• Able to consistently attend 3 weeks of Virtual Training.
• Ability to travel onsite for training and collaboration as needed in Hayward, CA.
• Bilingual is a plus.
• Remote Role with limited travel requirements for training, meetings, and collaboration.

Benefits

• Base pay $24/hour
• Full time
• Health Benefits
• PTO
• 401K employer match
• Opportunity to work for a growing and innovative company.
• Dynamic and collaborative work environment.
• The chance to make a real impact with a Public Benefit Corporation.