Concierge Ally - Virtual​/R​/Remote

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 the participant 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 the best method to satisfy participant needs
• Conducting feedback surveys with participants to evaluate satisfaction, utilization of services, 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

• Written and verbal communication skills
• Good customer service and customer resolution skills
• Flexibility and adaptability with the ability to reorganize priorities as business needs change
• Teamwork skills, able 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, Windows environment
• Positive attitude and desire to contribute positively to the advancement of individual allies and Alight’s company overall
• Two years of relevant experience in telephonic customer service

Minimum: $38,000.00 USD | Maximum: $42,000.00 USD

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, disabled veterans, and other covered veterans.