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 Since 1984, CommuniCare Family of Companies has been committed to delivering exceptional person-centered care as a national leader in post-acute care for those that are chronically ill or have complex conditions. Our more than 150 skilled nursing, assisted living, and long-term care facilities deliver sophisticated and transformative care to nearly 16,000 residents and patients at any given time. CommuniCare employs more than 19,000 employees across six states (Ohio, Indiana, Maryland, Virginia, West Virginia and Pennsylvania). As a family owned and operated company, family and heart are woven into every aspect of our continuum of care. Our mission, to serve with pride, is evident and a quality residents, families and community partners have come to expect and trust. Dedicated to improving the lives of seniors, we put extraordinary service above all else. We continue to raise the bar and innovate wherever possible to deliver a higher quality of life for those far beyond our facilities. Because of this, our facilities are a better place for residents to live, patients to stay, employees to work and families to heal.

Concierge Manager.

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