Responsibilities Healthcare, Plus. It's a goal and a promise. At H-E-B Wellness Primary Care, it's our goal to help everyone live the healthiest life possible. And it's our promise that our health care will be better than Partners have ever experienced: accessible, convenient, engaging, and complete. Join us and be part of something special. Help us provide comprehensive services that include primary care, health coaching, physical medicine, care navigation, and more. As a Concierge, you'll serve a key role in delivering a unique patient experience. You'll make our guests feel as comfortable as possible while you administer general patient care and perform / assist in other medical procedures. You'll serve as a coordinator / liaison between patients, physicians, and other health care team members. Once you're eligible, you'll become an Owner in the company, so we're looking for commitment, hard work, and focus on quality and Customer service. 'Partner-owned' means our most important resources--People--drive the innovation, growth, and success that make H-E-B The Greatest Omnichannel Retailing Company. Do you have a: HEART FOR PEOPLE... willingness to serve each patient as a personal guest? HEAD FOR BUSINESS... committed to provide excellent service by building / maintaining customer relations? PASSION FOR RESULTS... drive to help build our customer base? We are looking for: - a high school diploma, or equivalent - experience as a medical assistant, admissions rep, or in-clinic support - having experience in triage environment is a plus - will be working 2 days in nearest clinic and 3 days remote, so needs to be a self-starte and able to prioritze responsibilities - Have atleast 1 year experience working with HEB Wellness Primary Care. - Manage medication prior authorizations across different insurance groups using payer portals, fax workflows, and EHR tools, utilizing formulary tools to triage PA request and escalate to pharmacy team when needed. - Demonstrated ability to work independently while managing high‑volume task queues, applying strong critical‑thinking and resourcefulness to coverage questions, quickly locating information through insurance portals and formulary tools, and maintaining strong organizational and multitasking skills with attention to detail - Experienced communicate formulary alternatives and respond to provider inquiries on coverage rules, tiers, and exceptions - Coordinate with pharmacies to resolve claim rejections, overrides, and processing issues - Prior Rx Prior Authorization is Highly Preferred. What is the work? Customer Service: - Provides exceptional customer service; manages multi-phone line system; answers calls; schedules appointment; responds to emails - Resolves patient complaints - Promotes H-E-B Wellness Primary Care services - Develops an understanding of H-E-B-sponsored health insurance (e.g., co-pays, co-insurance, and related benefits-specific offerings) - Develops in-depth understanding of eligibility files, check-in technology, electronic health record system, and overall workflow related to care delivery - Serves as a resource to patients; facilitates coordination of patient care - Assists with patient referral process, and associated follow-ups - Obtains referring physician orders and outside facility images / reports as necessary What is your background? - High school diploma, or equivalent - Graduate of an accredited medical assistant or surgical technician program (preferred) - Medical Assistant certification (CMA) - Basic Life Support (BLS) certification - 1+ years of experience in office, clerical, or medical work; medical assistant, admissions rep, or clinic support (preferred) - 1+ years of experience in phlebotomy / blood drawing (preferred) - Experience in customer service - Experience working with electronic health records (preferred) - Experience doing triage within a remote setting Do you have what it takes to be a fit as an H-E-B WPC Concierge? - Knowledge of medical terminology - Proficiency in MS Office, related software / applications - Advanced interpersonal, customer service, and issue-resolution skills - Advanced written / verbal communication skills - Strong organization and follow-through skills; attention to detail - Bilingual skills (English - Spanish) a plus - Ability to quickly learn new procedures / processes - Ability to comfortably, efficiently manage multiple priorities and shift focus between tasks - Ability to project process ownership, accountability, and initiative - Ability to work as part of a team; ability to work with minimal supervision - Ability to apply good judgment and logic in performing duties, and responding to customer needs Can you... - Function in a fast-paced environment - Sit / stand for extended periods of time - Regularly lift up to 20 lbs - Work extended hours and / or rotating schedules 11-2018