Wellness Program Coordinator

hace 1 mes


San Juan, San Juan, Puerto Rico NFP A tiempo completo
Job Summary

The Wellness Advocate Coordinator plays a crucial role in managing client service requests for Preferred Accounts. This position involves designing, communicating, and executing Wellness Plans in coordination with assigned clients. The Coordinator serves as a liaison between the Company, its clients, and vendors, providing customer service support and wellness advocacy to preferred accounts, as assigned by their supervisor.

Key Responsibilities
  1. Expedite the resolution of client issues regarding benefits, coverage, eligibility, and pre-authorizations, pre-certifications, and reimbursement requests.
  2. Design and present Wellness Annual Plans to the appropriate management team of assigned clients for approval.
  3. Provide electronic copies of meeting minutes to clients within 24 hours of a meeting.
  4. In coordination with insurance company resources and client internal resources, plan, communicate, and support health fairs, clinics, employee talks, and other wellness-related events included in the wellness plan.
  5. Coordinate resources for clinics, health fairs, information tables, and employee orientations, including inviting and confirming resources in advance, as well as re-confirming resources and materials 24 hours prior to each event.
  6. Submit wellness events promotional communications two weeks prior to any event for client approval and follow up with final versions at least one week prior to the event.
  7. Provide follow-ups to clients regarding wellness events to ensure materials are ready and available, clients know which resources will attend, and that client meets minimum requirements, such as number of participants or type of facilities, for a particular clinic or event.
  8. Handle service requests from clients (tickets) within two hours for all requests received prior to 3:00 pm or during the first two hours of the next day for requests received after 3:00 pm the prior afternoon.
  9. 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.
  10. Maintain a ticket resolution rate of 91% of SLAs during regular season and 85% during Open Enrollment.
  11. Create and submit wellness communications as assigned by supervisor.
  12. Print customer communications, pack supplies for client events, including open enrollment sessions, and print/bind presentations as assigned by supervisor.
  13. Perform other duties as assigned by supervisor.


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