Health Pro- Concierge Member Services
Do your friends and family come to you with questions about their healthcare benefits or medical bills? Have you ever wished you could help others navigate an increasingly complex healthcare and insurance systems and processes? You're not alone. Cerner's Concierge Member Service is building a team of healthcare experts like you to become the trusted advisors and assistants to perplexed members everywhere. This team will use Cerner's portfolio of healthcare technologies, including HealtheIntent and a mobile chat app, to understand, engage, and help our members.
The Role
The Health Pro is the cornerstone of the Concierge Member Service. Your ability to communicate with our members, understand their questions and issues, and resolve them quickly will determine the success of the team. You are the face of the service, so your ability to provide a great member experience is paramount.
What you'll do:
Communicate with members on the phone and via chat
Quarterback internal and external resources to answer questions and resolve member issues
Become a trusted advisor to your members success means members will ask for you by name
Types of questions:
Claims and billing Help me understand my EOB
Schedule, cancel, or rebook appointments
Transferring medical records
Help members find providers based on network and member needs
Submit qualified expenses to the health plan/TPA
What your day looks like:
Taking several phone calls from members, understanding their questions, and creating tickets in our system.
You are able to answer some questions immediately over the phone, so you tag them and close them in the system.
In the meantime, some of the Coordinators on our team have received chats from members. They've logged tickets based on these conversations and assigned them to you. You work through the queue, replying via chat to one member, assigning a Coordinator to get a piece of information from the health plan for another, and handing off a third member to one of the health coaches on the team.
During a slow period in the day, you make some edits to the script we're using to communicate a new education session that an employer is offering to its diabetic population in the Houston office.
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
The Role
The Health Pro is the cornerstone of the Concierge Member Service. Your ability to communicate with our members, understand their questions and issues, and resolve them quickly will determine the success of the team. You are the face of the service, so your ability to provide a great member experience is paramount.
What you'll do:
Communicate with members on the phone and via chat
Quarterback internal and external resources to answer questions and resolve member issues
Become a trusted advisor to your members success means members will ask for you by name
Types of questions:
Claims and billing Help me understand my EOB
Schedule, cancel, or rebook appointments
Transferring medical records
Help members find providers based on network and member needs
Submit qualified expenses to the health plan/TPA
What your day looks like:
Taking several phone calls from members, understanding their questions, and creating tickets in our system.
You are able to answer some questions immediately over the phone, so you tag them and close them in the system.
In the meantime, some of the Coordinators on our team have received chats from members. They've logged tickets based on these conversations and assigned them to you. You work through the queue, replying via chat to one member, assigning a Coordinator to get a piece of information from the health plan for another, and handing off a third member to one of the health coaches on the team.
During a slow period in the day, you make some edits to the script we're using to communicate a new education session that an employer is offering to its diabetic population in the Houston office.
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
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