Concierge Support Team Lead- Nashville TN

About Lucent Health

Lucent Health combines top-tier claims management with a compassionate, human-focused, data-driven care management solution. This approach helps self-insured employers provide care management that enables health plan participants to make smarter, cost-saving healthcare decisions. Continuous data analytics offer ongoing insights, ensuring participants receive the right care, at the right cost, at the right time. Join us as we build a company that aims to be a better health benefits partner for self-insured employers.

Company Culture

We believe that the success of Lucent Health relies on having employees who are honest, ethical and hardworking. These values are the foundation of Lucent Health.

Honest

• Transparent Communication: be open and clear in all interactions without withholding crucial information
• Integrity: ensure accuracy in reporting, work outputs and any tasks assigned
• Truthfulness: provide honest feedback and report any issues or challenges as they arise
• Trustworthiness: build and maintain trust by consistently demonstrating reliable behavior

Ethical

• Fair Decision Making: ensure all actions and decisions respect company policies and values
• Accountability: own up to mistakes and take responsibility for rectifying them
• Respect: treat colleagues, clients and partners with fairness and dignity
• Confidentiality: safeguard sensitive information and avoid conflicts of interest

Hardworking

• Consistency: meet or exceed deadlines, maintaining high productivity levels
• Proactiveness: take initiative to tackle challenges without waiting to be asked
• Willingness: voluntarily offer to assist in additional projects or tasks when needed
• Adaptability: work efficiently under pressure or in changing environments

Summary

We are looking for a Concierge Support Team Lead to join our Concierge Support team in Nashville, TN. The Concierge Support Team Lead oversees care coordinators and support specialists who respond to phone, email, mobile messages, and non-technical service requests from customers. The Team Lead resolves escalated issues and complex requests, identifies system and workflow improvements to enhance team efficiency, and coaches and guides less experienced team members. This role involves both independent and collaborative work.

Responsibilities

• Provide daily guidance and communication to employees to ensure customer service calls are answered promptly, efficiently, and knowledgeably.
• Continuously evaluate processes and procedures to improve operations, efficiency, and service for internal and external customers.
• Assist employees with work-related questions by offering appropriate coaching, guidance, and resolution.
• Review care plans to make informed judgments and collaborate with the Care Management team to address any issues requiring triage.
• Direct emails to the appropriate Care Coordinator and address escalated issues requiring immediate attention. Must be efficient in multitasking.
• Lead or participate in special or ongoing projects important to area/process improvement.
• Use appropriate judgment in upward communication regarding department or employee concerns.
• Ensure internal controls are maintained and staff follow HIPAA policies and procedures.
• Assist with escalated member or provider calls.
• Other duties as assigned

Expectations

• Maintain up-to-date and thorough knowledge of employee benefit provisions for group health plans, including VBP, MEC, MERP, Traditional Medical, Dental, Vision, and Prescription Drugs.
• Answer questions concerning payments, claims, and benefits. Train staff to utilize various portals/databases.
• Demonstrate excellent communication, troubleshooting, listening, and problem-solving skills.
• Exhibit strong multitasking and prioritization skills, along with excellent organizational skills.
• Provide consistent guidance to team members to ensure all customer inquiries are addressed promptly and effectively, leading to customer satisfaction.
• Monitor team members' performance to identify strengths and weaknesses and create plans to address any gaps. Provide comprehensive documentation to the Manager.

Experience

• Minimum 4 to 6 years’ experience in a Call Center environment.
• Associate’s degree or higher preferred.
• Medical/Health Care experience preferred.
• Strong computer skills and verbal communication.

Expected Schedule: 

This is a full-time salaried position. Workdays are Monday through Friday, with working hours from 7:00 a.m. to 7:00 p.m., not exceeding 8 hours per day. Some days may require staying later to complete care plans.

Equal Employment Opportunity Policy Statement

Lucent Health is an Equal Opportunity Employer that does not discriminate based on actual or perceived race, color, creed, religion, alienage or national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and related medical conditions), gender identity, gender expression, transgender status, sexual orientation, marital status, military service and veteran status.