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