Care Concierge Coordinator

Company Description

VIVIO Health is on a mission to help make data the basis for clinical decision-making. VIVIO’s evidence-based, data-driven specialty drug management and cost control solution has improved healthcare outcomes and lowered costs for large, self-insured employers since 2016.

The Care Concierge Coordinator will leverage their case management skills while solving complex problems in a fast-paced call center environment. Success in this role requires effective case management, strong communication skills, empathy and compassion, comprehensive assessment and evaluation of member’s therapy, provider coordination and effective time management to enable the accurate processing of information for new and existing members. The person in this role will need to have a strong work ethic, be impeccably organized, focused, proactive, and able to make an immediate positive impact on our members.

Work Schedule: Two shifts available 9:00am-5:30pm ET and 11:30am - 8:00pm ET

Training: Please note that the required training takes place both virtually and in person. The first two weeks are virtual classroom and hands-on training, and the third week is on-site in our Hayward, California, office at the expense of VIVIO Health.

Job Description

Member Advocacy

• Deliver compassionate, personalized service to support each member’s unique therapy journey.
• Help members understand their options, navigate barriers, and advocate for necessary care adjustments and services.

Therapy Management

• Manage new and ongoing therapy cases, ensuring accurate documentation and coordination with providers, pharmacies, and internal teams.
• Monitor therapy progress and prioritize member needs while handling inbound/outbound communication and casework.

Case Resolution and Problem-Solving

• Resolve inquiries quickly and accurately, using critical thinking to address complex issues.
• Anticipate challenges and adapt to changing member needs.

Communication and Collaboration

• Maintain clear, proactive communication with members, providers, and internal teams.
• Foster strong relationships and ensure satisfaction through professional, empathetic interactions.

Qualifications

• Have at least 3 years of experience in the healthcare industry, focusing on care coordination, member advocacy, or related roles.
• Demonstrate 3 or more years of customer service experience, case management preferably in healthcare.
• Call center experience is a plus.
• Proven experience working in a high-volume, fast-paced, evolving team environment.
• Ability to problem-solve, positively adapt to changing working conditions and multi-task.
• You are passionate about improving healthcare and helping people and have demonstrated success in a similar role.
• You are an exceptional communicator who can quickly get up to speed with the VIVIO Health program and effectively articulate its benefits.
• You are responsible and reliable and take ownership of your work while looking to improve your performance constantly.
• High attention to detail
• High school diploma or GED.
• Available to work a full-time role between the hours of 11:00 AM - 8:00 PM ET or 9:00 AM - 5:30 PM ET.
• Able to consistently attend 3 weeks of training - 2 weeks virtual and 1 in person in Hayward, CA.
• Ability to travel onsite for training and collaboration in Hayward, CA.
• Bilingual is a plus.
• Remote Role with limited travel requirements for training, meetings, and collaboration.

Additional Information

• Base pay $24/hour
• Full time
• Health Benefits
• PTO
• 401K employer match
• Opportunity to work for a growing and innovative company.
• Dynamic and collaborative work environment.
• The chance to make a real impact with a Public Benefit Corporation.

VIVIO Health is an Equal Opportunity Employer and does not unlawfully discriminate based on any status or condition protected by applicable federal, state, or local municipal law. All your information will be kept confidential according to EEO guidelines.

Please be advised that job opportunities will only be extended after a candidate submits a completed job application and undergoes a thorough interview process, including 1:1 and/or group interviews via phone, video conferencing, and/or in-person. All legitimate correspondence from a VIVIO employee will come from our Smart Recruiter Applicant Tracking System "@smartrecruiter.com" or "@viviohealth.com" email accounts.