Hybrid Concierge Analyst

at Elevance Health

• Job title: Concierge Analyst
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: High School Diploma
• Location requirements: Hybrid, Louisville, United States

About the role

• Executive Concierge Analyst handling inquiries and complaints for Elevance Health's executive leadership. Overseeing communications with social media and public relations.

Responsibilities

• Prepares, analyzes and evaluates written correspondence such as complaints, grievances, document demands, alleged ERISA violations and researches to resolve problems and close outstanding issues at the state or enterprise level.
• Conducts research and analysis, recommends appropriate course of action and next steps.
• Performs fact checking, gathers documents, researches and responds to records requests, and various inquiries from internal and external sources, coordinates investigative and discovery activities specific to Grievance and Appeal functions.
• Assists with compliance issues as needed.
• Participates on projects and may participate in strategizing with business and staff.
• Enters information as required into appropriate databases or other document management systems.
• May serve as a resource to other support staff.
• Respond promptly and effectively to inquiries from the CEO and her executive leadership team, ensuring clear communication with social media and public relations.
• Analyze and evaluate inquiries, complaints, and reports to recommend appropriate actions, ensuring high-quality resolutions.
• Manage and engage with social media communications, ensuring timely and appropriate responses that align with company standards.
• Prepare and organize comprehensive case research, documentation, and notes for management review and strategic planning.
• Conduct thorough research to recommend feasible solutions and next steps for complex issues, aiding in strategic decision-making.
• Assist with fact-checking and documentation for investigative and discovery processes, supporting both internal and external legal counsel.
• Facilitate premium service delivery for escalated customer complaints, maintaining end-to-end ownership of each escalation.
• Communicate empathetically and professionally with stakeholders, including executive-level associates, to ensure understanding and effective issue resolution.
• Employ active listening skills to accurately comprehend and dissect complex issues, coordinating necessary escalations.
• Conduct refresher training sessions on common queries and update internal resources to reflect current protocols and standards.
• Act as a bridge between business units and customers to determine optimal resolution paths, enhancing stakeholder satisfaction.
• Provide regular updates on escalation progress to all relevant parties, keeping stakeholders informed.

Requirements

• Requires a HS diploma or equivalent and a minimum of 5 years of related experience; or any combination of education and experience which would provide an equivalent background.
• BA/BS in a related field is preferred.
• Passion for delivering exceptional customer service and support.
• Confident and resourceful problem-solver with the ability to propose and implement solutions.

Benefits

• merit increases
• paid holidays
• Paid Time Off
• incentive bonus programs (unless covered by a collective bargaining agreement)
• medical benefits
• dental benefits
• vision benefits
• short and long term disability benefits
• 401(k) +match
• stock purchase plan
• life insurance
• wellness programs
• financial education resources