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