Executive Concierge Analyst

Job Description

:

Grievance and Appeals Analyst II (Executive Concierge Analyst)

Location: This role requires associates to be in-office 1 - 2 days per week, fostering collaboration and connectivity, while providing flexibility to support productivity and work-life balance. This approach combines structured office engagement with the autonomy of virtual work, promoting a dynamic and adaptable workplace. Alternate locations may be considered if candidates reside within a commuting distance from an office.

Please note that per our policy on hybrid/virtual work, candidates not within a reasonable commuting distance from the posting location(s) will not be considered for employment, unless an accommodation is granted as required by law.

The Grievance and Appeals Analyst II is responsible for providing support services for multiple states, enterprise-wide functions and/or complex issues through complex assignments and projects, which utilize recognized areas of specialization and knowledge specific to the company. We are looking for a dedicated and detail-oriented Executive Concierge Risk Analyst to join our team. In this pivotal position, you will manage inquiries and complaints from our CEO, Gail Boudreaux, and her executive leadership team, along with overseeing communications with social media and public relations. Your analytical skills, excellent communication abilities, and commitment to customer service will support legal, management, and executive associates across a variety of projects and assignments.

How You Will Make an Impact

Primary duties may include, but are not limited to:

• Prepares, analyzes and evaluates written correspondence such as complaints, grievances, document demands, alleged ERISA violations and researches to resolve problems and close outstanding issues at the state or enterprise level.
• Conducts research and analysis, recommends appropriate course of action and next steps.
• Performs fact checking, gathers documents, researches and responds to records requests, and various inquiries from internal and external sources, coordinates investigative and discovery activities specific to Grievance and Appeal functions.
• Assists with compliance issues as needed.
• Participates on projects and may participates in strategizing with business and staff.
• Enters information as required into appropriate databases or other document management systems.
• May serve as a resource to other support staff.
• Inquiry Management: Respond promptly and effectively to inquiries from the CEO and her executive leadership team, ensuring clear communication with social media and public relations.
• Critical Analysis: Analyze and evaluate inquiries, complaints, and reports to recommend appropriate actions, ensuring high-quality resolutions.
• Social Media Engagement: Manage and engage with social media communications, ensuring timely and appropriate responses that align with company standards.
• Case Research: Prepare and organize comprehensive case research, documentation, and notes for management review and strategic planning.
• Solution Recommendation: Conduct thorough research to recommend feasible solutions and next steps for complex issues, aiding in strategic decision-making.
• Investigative Support: Assist with fact-checking and documentation for investigative and discovery processes, supporting both internal and external legal counsel.
• Executive Escalations: Facilitate premium service delivery for escalated customer complaints, maintaining end-to-end ownership of each escalation.
• Professional Communication: Communicate empathetically and professionally with stakeholders, including executive-level associates, to ensure understanding and effective issue resolution.
• Active Listening: Employ active listening skills to accurately comprehend and dissect complex issues, coordinating necessary escalations.
• Training and Resource Updates: Conduct refresher training sessions on common queries and update internal resources to reflect current protocols and standards.
• Stakeholder Liaison: Act as a bridge between business units and customers to determine optimal resolution paths, enhancing stakeholder satisfaction.
• Status Reporting: Provide regular updates on escalation progress to all relevant parties, keeping stakeholders informed.

Minimum Requirements:

Requires a HS diploma or equivalent and a minimum of 5 years of related experience; or any combination of education and experience which would provide an equivalent background.

Preferred Skills, Capabilities, and Experiences:

• BA/BS in a related field is preferred.
• Passion for delivering exceptional customer service and support.
• Confident and resourceful problem-solver with the ability to propose and implement solutions.

Job Level:

Non-Management Non-Exempt

Workshift:

Job Family:

CLM > Claims Support

Please be advised that Elevance Health only accepts resumes for compensation from agencies that have a signed agreement with Elevance Health. Any unsolicited resumes, including those submitted to hiring managers, are deemed to be the property of Elevance Health.

Who We Are

Elevance Health is a health company dedicated to improving lives and communities – and making healthcare simpler. We are a Fortune 25 company with a longstanding history in the healthcare industry, looking for leaders at all levels of the organization who are passionate about making an impact on our members and the communities we serve.

How We Work

At Elevance Health, we are creating a culture that is designed to advance our strategy but will also lead to personal and professional growth for our associates. Our values and behaviors are the root of our culture. They are how we achieve our strategy, power our business outcomes and drive our shared success - for our consumers, our associates, our communities and our business.

We offer a range of market-competitive total rewards that include merit increases, paid holidays, Paid Time Off, and incentive bonus programs (unless covered by a collective bargaining agreement), medical, dental, vision, short and long term disability benefits, 401(k) +match, stock purchase plan, life insurance, wellness programs and financial education resources, to name a few.

Elevance Health operates in a Hybrid Workforce Strategy. Unless specified as primarily virtual by the hiring manager, associates are required to work at an Elevance Health location at least once per week, and potentially several times per week. Specific requirements and expectations for time onsite will be discussed as part of the hiring process.

The health of our associates and communities is a top priority for Elevance Health. We require all new candidates in certain patient/member-facing roles to become vaccinated against COVID-19 and Influenza. If you are not vaccinated, your offer will be rescinded unless you provide an acceptable explanation. Elevance Health will also follow all relevant federal, state and local laws.

Elevance Health is an Equal Employment Opportunity employer, and all qualified applicants will receive consideration for employment without regard to age, citizenship status, color, creed, disability, ethnicity, genetic information, gender (including gender identity and gender expression), marital status, national origin, race, religion, sex, sexual orientation, veteran status or any other status or condition protected by applicable federal, state, or local laws. Applicants who require accommodation to participate in the job application process may contact < for assistance. Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws, including, but not limited to, the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act.