The AVP, Concierge Services leads the delivery of GMCC's concierge experience, ensuring customers receive timely, coordinated, and high-quality support across their healthcare journey. The role drives service excellence, oversees complex case management and recovery, and champions initiatives that strengthen customer trust and engagement, positioning Great Eastern as a trusted healthcare partner. This role reports to VP, Concierge Management. Lead GMCC concierge services to deliver a seamless, high-quality healthcare journey for customers. Serve as a key escalation point for complex cases, ensuring timely and effective resolution. Drive service recovery efforts to address customer and agency feedback with strong ownership and empathy. Establish and uplift concierge service standards, training frameworks, and communication protocols. Drive continuous improvement in service delivery, responsiveness, and turnaround times. Provide concierge support including specialist recommendations, app...