Concierge Manager

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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