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