Health Plan Concierge I

Your Future is our Future

At Lumeris, we believe that our greatest achievements are made possible by the talent and commitment of our team members. That's why we are actively seeking talented and collaborative individuals who are passionate about making a difference in the healthcare industry. Join us today as we strive to create a system of care that every doctor wants for their own family and become part of a community that values its people and empowers you to make an impact.

We're excited to consider every qualified candidate authorized to work in the United States, although we are unable to sponsor visas for this role at this time.

Position:

Health Plan Concierge I

Position Summary:

Now hiring our next concierge in Chicago or St. Louis!

The Health Plan Concierge Team provides white glove service through outreach campaigns, targeted retention projects and service recovery activities. This team also handles inbound member calls and helps support in-market member events, webinars and other member engagement activities. As a Health Plan Concierge, you must have a passion for enhancing member engagement, driving a 5 Star member experience and ensuring ongoing member retention.

Health Plan Concierges start at $20.00/hour and can grow to $22.20/hour within two years through career progression opportunities. Additional earning potential is available through the White Glove Rewards program, with monthly incentives of up to $375 based on performance.

Job Description:

Primary Responsibilities

• Conduct outbound engagement and retention campaigns; provide inbound support through phone, email, and in-person interactions as needed.
• Adapt to changing operational priorities, including inbound and outbound assignments, and identify opportunities to improve processes and member experiences.
• Educate members on plan benefits, preventive care, digital tools, programs, and available resources; identify opportunities to offer meaningful assistance.
• Research and resolve member inquiries, including complex concerns, with sound judgment, appropriate escalation, follow-through, and a focus on First Call Resolution.
• Manage conversations efficiently while balancing empathy, member needs, Quality standards, productivity, and timely, accurate documentation.
• Navigate multiple systems and knowledge resources to support accurate responses and effective member service.
• Collaborate with teammates and cross-functional partners; support webinars, community events, and other member engagement initiatives.

Qualifications

• High school diploma, GED, or equivalent experience.
• 1+ years of high-quality customer service experience in healthcare.
• Experience in healthcare, health insurance, Medicare Advantage, member services, or a metrics-driven contact center.
• Strong verbal and written communication, active listening, emotional intelligence, and relationship-building skills.
• Sound judgment, critical thinking, problem-solving, organization, and the ability to manage multiple priorities.
• Comfort navigating multiple systems with accuracy and attention to detail.
• Dependability, independent work habits, schedule adherence, flexibility, and openness to coaching and continuous learning.
• Commitment to HIPAA compliance, organizational privacy policies, and professional accountability.
• Able to work an 8-hour schedule Monday – Friday between the hours of 8am and 6pm ct. Overtime and weekends may occasionally be required based on business need.

Preferred:

• Candidates located in the Chicago and St. Louis areas are strongly preferred.
• Experience with outbound outreach, retention, service recovery, or member education.
• Familiarity with one or more of: DASH, Genesys, Microsoft Office, Smartsheet, Jiva, and Zelis.
• Openness to using and learning AI for solutions and workflows.
• Bachelor’s degree is a plus but not required.
• Bilingual is a plus.

Working Conditions

• Hybrid work environment involving Microsoft Teams, office locations, and community or member engagement events as needed; generally normal office working conditions.
• Weekend and company holiday work may be required based on business and regulatory needs.

Pay Transparency & Benefits Hiring standard salary is $20.00. Actual pay may vary based on skills, experience, qualifications, location, and internal comparisons. Performance-based incentives may apply, subject to program requirements.

Eligible benefits may include medical, dental, and vision coverage; life and disability insurance; paid time off and leave; 401(k) with company match; well-being programs; and career development opportunities, including potential progression to Health Plan Concierge II and III.

What Success Looks Like You listen with purpose, take ownership, and help members feel heard and supported. You balance compassionate service with efficiency, learn from feedback, adapt to business needs, and contribute to a collaborative team focused on meaningful member outcomes.

Why Join Lumeris? Join a team where meaningful member experiences begin with people who care. Bring your curiosity, accountability, and commitment to service while helping members feel confident and supported throughout their healthcare journey.

Pay Transparency:

Factors that may be used to determine your actual pay rate include your specific skills, experience, qualifications, location, and comparison to other employees already in this role. In addition to the base salary, certain roles may qualify for a performance-based incentive and/or equity, with eligibility depending on the position. These rewards are based on a combination of company performance and individual achievements.

The hiring range for this position is:

$39,000.00-$48,150.00

Benefits of working at Lumeris

• Medical, Vision and Dental Plans
• Tax-Advantage Savings Accounts (FSA & HSA)
• Life Insurance and Disability Insurance
• Paid Time Off (PTO, Sick Time, Paid Leave, Volunteer & Wellness Days)
• Employee Assistance Program
• 401k with company match
• Employee Resource Groups
• Employee Discount Program
• Learning and Development Opportunities
• And much more...

Be part of a team that is changing healthcare!

Member Facing Position:

No- Not Member or Patient Facing Position

Drug Screen Requirement:

No

MVR Required:

No

Credit Check Required:

No

Location:

Illinois, Missouri

Time Type:

Full time

Lumeris and its partners are committed to protecting our high-risk members & prospects when conducting business in-person. All personnel who interact with at-risk members or prospects are required to have completed, at a minimum, the initial series of an approved COVID-19 vaccine. If this role has been identified as member-facing, proof of vaccination will be required as a condition of employment.

Disclaimer:

• The job description describes the general nature and level of work being performed by people assigned to this job and is not intended to be an exhaustive list of all responsibilities, duties and skills required. The physical activities, demands and working conditions represent those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individual with disabilities to perform the essential job duties and responsibilities.

Lumeris is an EEO/AA employer M/F/V/D.