[Hiring] Concierge Ally @Alight Solutions

Role Description

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.

Responsibilities

• Building effective rapport with participants and probes to ensure that all the needs of the participant(s) are identified.
• Educating and promoting clinical services that are available to participants 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 participants' needs.
• Conducting feedback surveys with participants to evaluate satisfaction, utilization of services provided, 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.

Qualifications

• Have written and verbal communication skills.
• Have good customer service and customer resolution skills.
• Able to be flexible and adaptable with a demonstrated ability to reorganize priorities as business needs change.
• Able to work effectively in a team environment.
• Have a basic understanding of medical terminology.
• Have attention to detail, time management, and decision-making skills.
• Able to navigate multiple technical environments using personal computers and multiple software packages in a Windows environment.
• Have a positive attitude and desire to positively contribute to the advancement of individual allies and Alight’s Company overall.
• Have 2 years relevant experience in telephonic customer service.

Requirements

• By applying for a position with Alight, you understand that, should you be made an offer, it will be contingent on your undergoing and successfully completing a background check consistent with Alight’s employment policies.
• Background checks may include some or all the following based on the nature of the position: SSN/SIN validation, education verification, employment verification, and criminal check, search against global sanctions and government watch lists, credit check, and/or drug test.
• You will be notified during the hiring process which checks are required by the position.
• Alight requires all virtual interviews to be conducted on video.
• Please be aware that Alight is a camera-on culture and may require occasional travel to one of our physical office locations.

Benefits

• Comprehensive total rewards package.
• Health, dental, and vision coverages starting Day One.
• Wellbeing programs.
• Retirement plans with contribution matching.
• Generous time off and parental leave.
• Continuing education and career growth opportunities.
• Flexible working arrangements.