Wellness Advocate Coordinator

The Wellness Advocate is responsible for managing client service requests for Preferred Accounts. They also design, communicate and execute Wellness Plan in coordination with their assigned clients. They serve as a liaison between the Company its clients and vendors, assisting with customer service support and wellness advocacy to preferred accounts, or as assigned by their supervisor.

RESPONSIBILITIES:

Expedite the resolution of client’s issues regarding benefits, coverage, eligibility and pre-authorizations, pre-certifications and reimbursement requests. Designs and Presents Wellness Annual Plans to the appropriate management team of assigned clients for approval. Provide electronic copy of meeting minutes to clients within 24 hours of a meeting. In coordination with insurance company resources and client’s internal resources plans, communicates and supports health fairs, clinics, employee talks and other wellness related events included in the wellness plan. Coordinates resources for the clinics, health fairs, information tables and employee orientations. This includes the process of inviting and confirming resources in advance, as well as re-confirming resources and materials 24 hours prior to each event. Submits wellness events promotional communications two weeks prior to any event for client approval and follows up with final versions, at least one week prior to the event. Provides follow ups to clients regarding wellness events to ensure; materials are ready and available, clients knows which resources will attend, and that client meets minimum requirements (such as number or participants or type of facilities) for a particular clinic or event. Handle service requests from Clients (tickets) within two (2) hours (for all requests received prior to 3:00pm) or during the first two (2) hours of the next day for requests received (after 3:00pm) the prior afternoon. Communicate and document results of service requests to clients through the SysAid tool provided, as well as by telephone to clients in case of urgent eligibility or pharmacy issues. Maintain a ticket resolution rate of 91% of SLAs during regular season and 85% during Open Enrollment. Create and submit wellness communications as assigned by supervisor. Print customers communications, pack supplies for client events (including open enrollment sessions) and print/bind presentations as assigned by supervisor. Performs other duties as assigned by supervisor.

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