Health Plan Concierge

Your Future is our Future

At Lumeris, we believe that our greatest achievements are made possible by the talent and commitment of our team members. That’s why we are actively seeking talented and collaborative individuals who are passionate about making a difference in the healthcare industry. Join us today as we strive to create a system of care that every doctor wants for their own family and become part of a community that values its people and empowers you to make an impact.

Health Plan Concierge

The Health Plan Concierge Team provides white glove service through outreach campaigns, targeted retention projects and service recovery activities. This team also handles inbound member calls and helps support in‑market member events, webinars and other member engagement activities. As a Health Plan Concierge, you must have a passion for enhancing member engagement, driving a 5 Star member experience and ensuring ongoing member retention.

• Engage with members through outbound, inbound, chat, email and in person to support various service recovery and engagement related campaigns and activities.
• Quickly resolve complex and/or escalated situations and act urgently when necessary.
• Build rapport with members by asking clarifying questions and anticipating their needs and exceeding their expectations.
• Drive retention and recovery efforts by responding to member questions and complaints and resolving issues by following operational processes and CMS standards.
• Demonstrate a genuine delight to serve while ensuring all member inquiries are answered accurately and timely.
• Work as a team to prioritize responsibilities to achieve goals and meet deadlines.
• Participate in projects and initiatives to improve the member experience.
• Other duties and responsibilities as assigned.

• High school diploma, GED, or equivalent.
• Ability to be proactive, flexible, adaptable, respectful, enthusiastic, resourceful, open to change, interested in feedback, organized, consistent and comfortable taking initiative.
• 1+ years proven track‑record of consistently delivering 5 Star service demonstrated through accuracy, efficiency and a genuine delight to serve.
• Demonstrated ability to work independently with strong productivity, dependability and accountability.
• Excellent written and verbal communication skills including the demonstrated ability to interact effectively with associates at all levels inside and outside the company.
• Strong investigative and problem‑solving skills.
• Experience using DASH, Genesys, Service NOW, Excel, Ask GPT, Jiva, Zelis and Workday.
• Ability to read, comprehend and accurately follow instructions in a constantly changing environment.
• Sound decision‑making and strong attention to detail, multi‑tasking and organizational skills.
• Able to work an 8‑hour schedule Monday – Friday between the hours of 8am and 6pm CST. Overtime and weekends may occasionally be required based on business need.

• Knowledge of Federal & State Healthcare regulations, CMS guidelines and policies and Essence Healthcare’s MA benefits.
• Bachelor’s degree is a plus but not required.
• Bi‑lingual is a plus.

• While performing the duties of this job, the employee works in normal office working conditions.

• The job description describes the general nature and level of work being performed by people assigned to this job and is not intended to be an exhaustive list of all responsibilities, duties and skills required. The physical activities, demands and working conditions represent those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job duties and responsibilities.

Factors that may be used to determine your actual pay rate include your specific skills, experience, qualifications, location, and comparison to other employees already in this role. In addition to the base salary, certain roles may qualify for a performance‑based incentive and/or equity, with eligibility depending on the position. These rewards…