Concierge Service Manager

About the role

The Concierge Service Manager leads a multidisciplinary team to deliver exceptional service and care coordination for VIP members and commercial clients. This role ensures seamless customer experiences through collaboration with internal departments, healthcare providers, and strategic partners.

Key responsibilities

• Oversee day‑to‑day operations of the Concierge Services function, ensuring timely and accurate delivery.
• Coordinate service delivery across internal departments and external partners, handling complex escalations, complaints, and provider access issues.
• Manage clinical and non‑clinical services such as referrals, authorizations, appointments, and case management.
• Establish and maintain relationships with healthcare providers, hospitals, employer groups, brokers, and strategic partners.
• Monitor service quality, operational performance, response times, productivity, and customer satisfaction metrics, implementing improvement initiatives.
• Prepare and present operational reports and performance analyses to leadership.
• Supervise, train, evaluate, and ensure compliance of personnel with company policies and industry regulations.

Required profile

• Bachelor’s degree in Business Administration, Healthcare Administration, or related field.
• At least five years of experience in customer service, account management, healthcare operations or concierge services, including two years supervising staff.
• Advanced Spanish and intermediate English communication skills.
• Valid driver’s license for the Commonwealth of Puerto Rico.