Concierge Support Team Lead- Hybrid- Nashville TN

Job Description

Job Description

About Lucent Health

Lucent Health combines top-tier claims management with a compassionate, human-focused, data-driven care management solution. This approach helps self-insured employers provide care management that enables health plan participants to make smarter, cost-saving healthcare decisions. Continuous data analytics offer ongoing insights, ensuring participants receive the right care, at the right cost, at the right time. Join us as we build a company that aims to be a better health benefits partner for self-insured employers.

Company Culture

We believe that the success of Lucent Health relies on having employees who are honest, ethical and hardworking. These values are the foundation of Lucent Health.

Honest

• Transparent Communication: be open and clear in all interactions without withholding crucial information
• Integrity: ensure accuracy in reporting, work outputs and any tasks assigned
• Truthfulness: provide honest feedback and report any issues or challenges as they arise
• Trustworthiness: build and maintain trust by consistently demonstrating reliable behavior

Ethical

• Fair Decision Making: ensure all actions and decisions respect company policies and values
• Accountability: own up to mistakes and take responsibility for rectifying them
• Respect: treat colleagues, clients and partners with fairness and dignity
• Confidentiality: safeguard sensitive information and avoid conflicts of interest

Hardworking

• Consistency: meet or exceed deadlines, maintaining high productivity levels
• Proactiveness: take initiative to tackle challenges without waiting to be asked
• Willingness: voluntarily offer to assist in additional projects or tasks when needed
• Adaptability: work efficiently under pressure or in changing environments

Summary 

We are looking for a Concierge Support Team Lead to join our Concierge Support team in Nashville, TN. The Concierge Support Team Lead oversees care coordinators and support specialists who respond to phone, email, mobile messages, and non-technical service requests from customers. The Team Lead resolves escalated issues and complex requests, identifies system and workflow improvements to enhance team efficiency, and coaches and guides less experienced team members. This role involves both independent and collaborative work. 

Responsibilities:

• Provide daily operational leadership to Concierge Coordinators, ensuringtimely,accurate, and complete execution of end‑to‑end member issue ownership.
• Monitor workloads and caseload distribution to ensure member issues are actively progressing toward resolution—not stalled, transferred, or abandoned.
• Actively prioritize, reassign, or intervene on cases based on complexity, urgency, or risk to member experience.
• Ensure Concierge Coordinators are executing proactive outreach, follow‑ups, and documentation as defined in the Concierge model.
• Serve as the first point of escalation for complex, high‑risk, or time‑sensitive member issues, including balance billing, access‑to‑care barriers, unresolved claims, and provider disputes.
• Partner directly with internal teams (Claims, Care Management, Clinical, Eligibility, Vendors) to drive resolution when cases exceed coordinator authority or require cross‑functional influence.
• Review and guide case strategy for complex member situations, ensuring resolution paths are clear and actively pursued.
• Provide hands‑on coaching focused on how work is executed, not only what outcomes are achieved.
• Review case documentation, communication quality,follow‑through, and escalation timing to ensure consistency with Concierge standards.
• Identify execution gaps (e.g., delayed follow‑up, incomplete ownership, ineffective outreach) and implement corrective guidance in real time.
• Support onboarding and development of newer team members through shadowing, case reviews, and structured feedback.
• Identifyworkflow, system, or policy barriers that prevent Concierge Coordinators from resolving member issues efficiently.
• Lead orparticipatein process improvement initiatives that reduce friction, handoffs, or rework.
• Ensure Concierge workflows align with the organization’s service philosophy of resolution over call efficiency.
• Maintain internal controls and ensure adherence to HIPAA, documentation standards, and escalation protocols.
• Communicate upward regarding trends, execution challenges, recurring member issues, and resource needs.
• Provide clear documentation to management regarding team performance, risk areas, and improvement actions.
• Serve as a communication conduit between frontline execution and leadership strategy.

Qualifications

• Minimum 4 to 6 years’ experience in a Call Center environment.
• Associate’s degree or higher preferred.
• Medical/Health Care experience preferred.
• Strong computer skills and verbal communication.

Equal Employment Opportunity Policy Statement

Lucent Health is an Equal Opportunity Employer that does not discriminate based on actual or perceived race, color, creed, religion, alienage or national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and related medical conditions), gender identity, gender expression, transgender status, sexual orientation, marital status, military service and veteran status.