Concierge Service Supervisor

Regular Exempt GENERAL DESCRIPTION: The Concierge Service Supervisor is responsible for overseeing all service situations referred to the Concierge area until a final solution is reached. Communicates the outcome to other departments, if necessary. Coordinates with the facility or the provider and guarantees that the coordinated service is provided as required. Responsible for handling with brevity and excellence the service requests submitted by VIP Concierge members, complying with the service standards established by the Company. ESSENTIAL FUNCTIONS:
• Manages, coordinates, and evaluates the execution of processes requested by other internal units within the Company, to attend to all the service needs of VIP clients.
• Ensures the accuracy of all information and/or documents necessary to manage any service requests from the population served by the Concierge clients. Identifies and maintains contact with internal and external resources necessary to solve situations and service requests. Ensure completion within the minimum required time. Makes decisions on the process to be followed and the solution needed.
• Visits, if necessary, Concierge clients to collect documents and/or relevant information to address the situation of coordination, approval, case resolution, complaints, and grievances, among others.
• Promptly escalates with the upper management complex cases, service situations, coverage limitations, and/or service refusals from Concierge customers.
• Provides, attends, and participates in corporate presentations of existing or potential customers about the services offered by the Concierge.
• Monitors the quality of execution and response of internal company units and entities considered business partners. Prepares periodic reports on execution and response time, establishes action plans in cases of non-compliance, and provides recommendations, if necessary.
• Collaborates with other departments, takes part and coordinates with internal and external units all activities related to guidance and implementation of the Concierge services, as established.
• Collaborates with United Healthcare's USA network, coordinates the services offered to VIP members, and ensures that all necessary agreements are in place at UHC before the elective service. ADDITIONAL FUNCTIONS:
• Supervises, monitors, trains, evaluates and corrects personnel among others to comply with his/her role as a supervisor, to assure that his/her personnel fulfill their work plan and comply with their essential functions and that they behave following the policies, standards, norms, and procedures of the Company.
• Must comply fully and consistently with all company policies and procedures, with local and federal laws as well as with the regulations applicable to our Industry, to maintain appropriate business and employment practices.
• May carry out other duties and responsibilities as assigned, according to the requirements of education and experience contained in this document. MINIMUM

QUALIFICATIONS:
Education and

Experience:
Bachelor’s Degree, preferably in Business Administration, Healthcare Administration, or a related field. At least five (3) years of experience in customer service, account management, healthcare operations, concierge services, or a related healthcare environment. Including, at least one (1) years of experience supervising staff. “Proven experience may be replaced by previously established requirements.” Certifications / Licenses: A Driver's License valid in the Commonwealth of Puerto Rico is required. Other: Experience working with health insurance products, managed care organizations, healthcare providers, hospitals, or related healthcare settings is preferred. Languages: Spanish – Advanced (comprehensive, writing and verbal) English – Intermediate (comprehensive, writing and verbal) “We are an Equal Employment Opportunity Employer and take Affirmative Action to recruit Protected Veterans and Individuals with Disabilities.”