Concierge Service Manager

Concierge Service Manager

Regular

Exempt

GENERAL DESCRIPTION:

The Concierge Service Manager leads the Concierge Services team, overseeing a multidisciplinary team to deliver exceptional service and care coordination for VIP members and commercial clients. Responsible for operational performance, service quality, stakeholder management, and issue resolution, this role ensures seamless customer experience through collaboration with internal departments, healthcare providers, and strategic partners. The position drives continuous improvement, team development, and achievement of service excellence objectives.

ESSENTIAL FUNCTIONS:

•Oversee the day-to-day operations of the Concierge Services function to ensure the timely, accurate, and effective delivery of services to VIP members and commercial clients.

•Manage, coordinate, and evaluate service delivery activities across internal departments and external partners to ensure exceptional customer experience and timely resolution of member needs.

•Serve as the primary escalation point for complex service situations, complaints, grievances, coverage limitations, and provider access issues, ensuring prompt and effective resolution.

•Oversee the coordination of clinical and non-clinical services, including referrals, authorizations, approvals, appointments, and case management activities, as applicable.

•Establish and maintain effective relationships with healthcare providers, hospitals, employer groups, brokers, and strategic business partners to support seamless service delivery.

•Collaborate with internal and external stakeholders to develop, implement, and enhance Concierge programs, service offerings, and member experience initiatives.

•Ensure the accuracy, completeness, and confidentiality of information and documentation required to support service coordination and case resolution.

•Monitor service quality, operational performance, response times, productivity, and customer satisfaction metrics; identify trends and implement improvement initiatives as needed.

•Prepare and present operational reports, performance analyses, and recommendations to leadership to support decision-making and continuous improvement efforts.

•Visits, if necessary, Concierge clients to collect documents and/or relevant information to address the situation of coordination, approval, case resolution, complaints, and grievances, among others.

•Manages operational and administrative coordination efforts with hospitals supporting the MCS Concierge program.

• Supervises, monitors, trains, evaluates, and corrects personnel among others to comply with his/her role as a supervisor, to assure that his/her personnel fulfill their work plan and comply with their essential functions and that they behave following the policies, standards, norms, and procedures of the Company.

• Must comply fully and consistently with all company policies and procedures, with local and federal laws as well as with the regulations applicable to our Industry, to maintain appropriate business and employment practices.

•May carry out other duties and responsibilities as assigned, according to the requirements of education and experience contained in this document.

MINIMUM QUALIFICATIONS: 

Education and Experience: Bachelor’s Degree, preferably in Business Administration, Healthcare Administration, or a related field. At least five (5) years of experience in customer service, account management, healthcare operations, concierge services, or a related healthcare environment. Including, at least two (2) years of experience supervising staff.

“Proven experience may be replaced by previously established requirements.”

Certifications / Licenses: A Driver's License valid in the Commonwealth of Puerto Rico is required.

Other: Experience working with health insurance products, managed care organizations, healthcare providers, hospitals, or related healthcare settings is preferred.

Languages:

Spanish – Advanced (comprehensive, writing and verbal)

English – Intermediate (comprehensive, writing and verbal)

“We are an Equal Employment Opportunity Employer and take Affirmative Action to recruit Protected Veterans and Individuals with Disabilities.”