Concierge Ally - Virtual / R-37075 / Remote

About the role

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 participant 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 best method to satisfy participants need(s)
• Conducting feedback surveys with participants to evaluate satisfaction, utilization of services provided and impact of Alight's services
• Documenting all research and summarize calls in the case management system
• Maintaining confidentiality and comply with all HIPAA requirements when handling data or providing services
• Completing other duties as assigned
• Communicating medical information to a nonmedical audience

Requirements

• Have written and verbal communication 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
• Able to navigate multiple technical environments using personal computers, multiple software packages, 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 releva t experience in telephonic customer service

Qualifications

• Good customer service and customer resolution skills
• Able to work effectively in a team environment
• Attention to detail, time management, and decision-making skills

Skills

• Basic understanding of medical terminology
• Ability to navigate multiple technical environments using personal computers, multiple software packages, Windows environment
• Positive attitude and desire to positively contribute to the advancement of individual allies and Alight's Company overall

Benefits

• Comprehensive total rewards package
• Health, dental and vision coverages starting Day One
• Wellbeing programs
• Retailment plans with contribution matching
• Generous time off
• Parental leave
• Career growth opportunities

Pay

Pay Range: Minimum $38,000.00 USD, Maximum $42,000.00 USD

Schedule

Flexible working arrangements wherever possible

Benefits

• Comprehensive total rewards package
• Health, dental and vision coverages starting Day One
• Wellbeing programs
• Retailment plans with contribution matching
• Generous time off
• Parental leave
• Career growth opportunities

Application and Interview

To apply 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.

Our Commitment to Inclusion

We celebrate differences and believe in fostering an environment where everyone feels valued, respected, and supported. We know that diverse teams are stronger, more innovative, and more successful. At Alight, we welcome and embrace all individuals, regardless of their background, and are dedicated to creating a culture that enables every employee to thrive.

Equal Opportunity Policy Statement

Alight is an Equal Employment Opportunity employer and does not discriminate against anyone based on sex, race, color, religion, creed, national origin, ancestry, age, physical or mental disability, medical condition, pregnancy, marital or domestic partner status, citizenship, military or veteran status, sexual orientation, gender, gender identity or expression, genetic information, or any other legally protected characteristics or conduct covered by federal, state, or local law. In addition, we take affirmative action to employ disabled persons, disabled veterans, and other covered veterans.

Authorization to Work in the Employing Country

Applicants for employment in the country in which they are applying (Employing Country) must have work authorization that does not, now or in the future, require sponsorship of a visa for employment authorization in the Employing Country and with Alight.