OHE OHNH EMP LLC
Concierge Manager
United States
- Full time
About the role
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