Concierge Manager

Job Address: 10123 Alliance Road, Suite 320
Blue Ash, OH 45242
 Position Summary The I-SNP Member Concierge provides personalized, high-touch support to members enrolled in the Medicare Advantage I-SNP. The Concierge serves as a trusted point of contact for members, families, facility staff, providers, and internal health-plan teams. The primary goal is to create a seamless, personalized member experience while helping members understand and access their benefits, services, care resources, and health-plan support. The Concierge builds relationships with members and facility partners, identifies barriers to care, coordinates solutions, and ensures concerns are appropriately escalated and resolved. Key Responsibilities Member Engagement & Relationship Management • Serve as a dedicated point of contact for assigned I-SNP members. • Build meaningful relationships with members and their families/caregivers. • Conduct proactive outreach to promote engagement and satisfaction. • Identify member needs, concerns, preferences, and barriers to care. • Provide personalized assistance throughout the member’s health-plan journey. • Promote member loyalty and retention through exceptional service. I-SNP & Medicare Advantage Education • Educate members about I-SNP benefits, services, resources, and care- management programs. • Explain how to access plan resources in a clear, easy-to-understand manner. • Assist members with navigating the health-care system. • Reinforce the role of the interdisciplinary care team and primary care providers. • Provide appropriate education regarding preventive services and available plan resources. Care Navigation & Coordination • Help members navigate appointments, providers, transportation resources, pharmacy services, and other plan-supported resources. • Identify potential gaps or barriers and communicate concerns to the appropriate care team. • Coordinate with Care Management, Clinical, Provider Relations, Member Services, and other departments. • Escalate clinical concerns to appropriately licensed clinical staff. • Follow up to ensure identified issues are addressed. Facility & Provider Partnership • Develop strong relationships with participating facilities and their leadership. • Work collaboratively with facility staff to improve the member experience. • Participate in facility visits, member events, educational sessions, and engagement activities. • Identify trends or recurring member concerns and communicate them to