Client Concierge

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Requirements:

• Required to demonstrate a high level of quality in client service through the execution of accuracy, responsiveness, reliability and professionalism on every interaction in a fast-paced environment.
• Excellent organizational, time management and multitasking skills, with ability to identify and support issues and facilitate to completion.
• Must possess excellent verbal and written communication including, speaking on member and client calls, and responding to issues and questions in writing.

Responsibilities:

• Serves as operation point of contact for triaged escalated member issues via the designated Client Concierge tool.
• Leads all research and follow up around member issue, including any follow up and response via email or phone.
• Attends Account Team and Client calls to speak to any issues ongoing, or trends that have been identified.
• Accountable for tracking issues through completion, and maintaining logs for record keeping.
• Facilitates work with internal partners to ensure member issues are resolved, and requests are met.
• Holds internal business units accountable and advocates for the member.
• Delivers excellent service to the client and helps contribute to AM specific performance guarantees being met.
• Have ability to identify issues and work thru for operational efficiency.
• Provide research, plan benefit and PBM knowledge support to members and their specific request.
• Coaching, supporting and consulting our members, and in some cases client.