Concierge Ally - Virtual

About the Role

The Concierge Ally role provides compassionate service by handling healthcare inquiries via inbound calls and conducting satisfaction surveys. Ideal candidates possess exceptional customer service skills, professionalism, and a passion for simplifying the healthcare experience.

• Building effective rapport with participants and probing to ensure all participant needs are identified
• Educating and promoting clinical services available to participants with a goal of increasing engagement
• Prioritizing the most important service needed (coaching, information, emotional support, web navigation)
• Working closely with the nurse team and/or other teams to determine best method to satisfy participants’ needs
• Conducting feedback surveys with participants to evaluate satisfaction, utilization of services provided and impact of Alight’s services
• Documenting all research and summarizing calls in the case management system
• Maintaining confidentiality and complying with all HIPAA requirements when handling data or providing services
• Completing other duties as assigned
• Communicating medical information to a non‑medical audience

• Strong written and verbal communication skills
• Excellent customer service and resolution skills
• Flexibility and adaptability with demonstrated ability to reorganize priorities as business needs change
• Ability to work effectively in a team environment
• Basic understanding of medical terminology
• Attention to detail, time management, and decision‑making skills
• Ability to navigate multiple technical environments using personal computers, multiple software packages, and Windows environment
• Positive attitude and desire to contribute to the advancement of individual allies and the company overall
• Minimum 2 years of relevant experience in telephonic customer service

Alight is an Equal Employment Opportunity employer and does not discriminate against anyone based on sex, race, color, religion, creed, national origin, ancestry, age, physical or mental disability, medical condition, pregnancy, marital or domestic partner status, citizenship, military or veteran status, sexual orientation, gender, gender identity or expression, genetic information, or any other legally protected characteristics or conduct covered by federal, state, or local law.

In addition, we take affirmative action to employ disabled persons and veterans.

Applicants must have work authorization that does not require sponsorship of a visa for employment authorization in the Employing Country and with Alight.

Minimum: 38,000.00 USD

Maximum: 42,000.00 USD