Client Services Concierge

The Client Services Concierge supports the Family Savings Plan (FSP) team by providing customer experience support, performing data entry, and engaging with stakeholders across various levels of the organization to help achieve corporate priorities. This role may involve responding to inquiries from external members or brokers regarding both new and existing product lines, as well as assisting with benefit interpretation, billing, and other related functions in a professional and customer-focused manner.

The Concierge will collaborate across all lines of business-including Medicare, Group, and Marketplace insurance-by translating complex healthcare terminology into clear, accessible written and verbal communication for end users.

This individual is also responsible for collecting feedback, documenting findings in the appropriate database, and noting any follow-up actions taken. A strong focus on customer service and a solutions-oriented mindset are essential for supporting innovative approaches and maintaining the operational infrastructure needed to manage daily work effectively.
Location: Candidates must reside in the state of Wisconsin for consideration. This position is eligible to work at your home office (reliable internet is required), at our office in Brookfield or Menasha, or a combination of both in our hybrid workplace model. Travel to the office in Menasha or Brookfield will be required occasionally for the position, including on first day.

Hours: 1.0 FTE, 40 hours per week, 8am-5pm Monday through Friday

Check out our 2024 Community Report to learn a little more about the difference our employees make in the communities we live and work in. As an employee, you will have the opportunity to work hard and have fun while getting paid to volunteer in your local neighborhood. You too, can be part of the team and making a difference. Apply to this position to learn more about our team.

Job Responsibilities:

• Provide support in the creation of reports and updates, create/ maintain electronic tools and implement tools to track work
• Answer incoming phone calls from members, customers, providers or brokers efficiently regarding their inquiries on coverage, claim status, benefit interpretation, billing and/or authorizations. Respond to inquiries within set timeframes to adhere to department metrics and contractual standards.
• During telephone calls, probe and ask appropriate questions to identify specifics of what caller is inquiring about to ensure first call resolution.
• Follow-up with customers or other departments on any outstanding issues or concerns. Escalate appropriate issues to Supervisor or appropriate individual.
• Assist with implementation of government relations and product development processes and artifacts
• Manage collection of data and enter data while engaging in basic analysis of data and developing reports
• Coordinate invoicing, budgeting and contracting activities for product development team
• Compose and edit product related communications for internal and external audiences including presentations, websites and correspondence
• Coordinate critical meetings and events (scheduling, facility logistics) and document agendas, minutes and action items. Follow up as appropriate
• Other duties as assigned

Job Requirements:

• HS Diploma required, associate degree preferred
• 2+ Years working in a customer focused industry required
• Customer Service, Enrollment and Claims services experience strongly preferred
• Health insurance experience preferred

We are proud to be an Equal Opportunity Employer who values and maintains an environment that attracts, recruits, engages and retains a diverse workforce.