Concierge Advocate

** Concierge Advocate**

**Job Category****:** Member Services **Requisition Number****:** CONCI004060 Showing 1 location **Job Details**

**Description**

Concierge Advocate

Full-time Remote- CA, AZ, NV

**About SCAN**

As one of the nations largest not-for-profit Medicare Advantage plans, serving more than 200,000 members in California, SCAN Health Plan has been a mission-driven organization dedicated to keeping seniors healthy and independent for over 40 years. SCAN employees are passionate about what they do, and understand that success is based on achieving the mission. Employees are afforded with the training and tools necessary to do their jobs and are rewarded for their efforts and recognized as experts in their fields. To learn more, visit or follow us on social media: *;* *;* and *.*

**The job**

We are looking for motivated individuals living in California, Arizona, or Nevada to service our amazing members of senior citizen in our remote environment call center. Our team values diversity as an equal opportunity employer with significant diversity at all levels of our organization.

The Concierge Advocate serves as a direct point of contact for members questions and concerns. He or she is responsible for taking member calls, as well as making proactive calls, as needed. The Concierge Advocate is a liaison between the member and SCANs internal and external stakeholders, advocating for and representing the member as needed to resolve issues and concerns.

**You will**

Front line contact center agent that is responsible for answering our members questions as they come in through inbound calls from our members or outbound calls they place. Part of a team that is responsible for managing and supporting a specific group of members.

Ensure that their members issues/questions/concerns are being addressed across the entire SCAN internal and external value chain with timely and effective resolution.

Drive SCANs Concierge customer service philosophy and are critical to ensure member get their healthcare administrative issues / questions resolved in a timely fashion.

Assist the team leads, the Concierge and Associate Concierge, in managing their membership as a book of business. Serves primarily on an in-bound call queue resolving members questions as they call SCAN. The remainder of their time will be associated with other tasks, including:

Following-up on pending member issues

Performing research to resolve a members issue

Performing proactive outreach to members

Performing hand-offs amongst team members regarding resolving member issues

Coordinating issue resolution between internal and external stakeholders.

Support the Concierge in owning and maintaining the relationship with internal and external stakeholders. Including understanding process and content knowledge regarding those stakeholders as well as identifying issues and trends to provide feedback to stakeholders.

Document interactions with members to update members records and help track issue resolution.

Participate in team huddles to discuss common member issues / trends and the path to resolution.

Participate in member calling projects as assigned by management to support the overall SCAN goal of membership retention.

Follow all appropriate Federal and State regulatory requirements and guidelines applicable to SCAN Health Plan operations, as documented in company policies and procedures. Follow all HIPAA requirements.

Other duties as assigned.

A competitive compensation and benefits program

An annual employee bonus program

Robust Wellness Program

Generous paid-time-off (PTO)

Ten paid holidays per year, plus 1 additional floating holiday

Excellent 403(b) Retirement Saving Plan with employer match

Robust employee recognition program

Tuition reimbursement

A work-life balance

An opportunity to become part of a team that makes a difference to our members and our community every day

**Your qualifications**

**Required: G.E.D/High School**

2+ years Call Center, customer service, concierge or hospitality experience required

Experience in healthcare, insurance, or medical group preferred

Demonstrated critical thinking and problem solving skills to get to the heart of the members issue.

Ability to handle large call volume, while providing excellent customer service at all times.

Demonstrated efficiency/effectiveness in an environment with a high call volume, handling complex calls/ issues.

Ability to listen, talk and type at the same time

Ability to build trust, respect and credibility with all partners through full, honest, consistent, and coordinated communication. Demonstrated time management and priority setting skills.

Strong interpersonal and organizational skills.

Excellent written and verbal communication skills.

Ability to multitask and maintain calm demeanor at all times including during highly charged situations.

Ability to work in an environment where continuous coaching and feedback is the standard practice.

Ability to appropriately maintain confidentiality.

Ability to work a flexible schedule that may include second-shift (7am 9pm).

**Covid-19 Vaccination Policy**

To ensure a healthy and safe work environment, if you are selected for this position, your job offer with SCAN Health will be contingent upon being fully vaccinated and providing proof of your COVID-19 vaccine within 3 days after your start date. Generally, you are considered fully vaccinated 14 days after receiving the last dose, as recommended by the manufacturer, of a vaccine that has been authorized by the FDA for use in the United States, including vaccinations that have been approved pursuant to an Emergency Use Authorization. If fully vaccinated outside of the United States, the vaccination must be listed for emergency use by the World Health Organization (WHO). If you cannot receive the vaccine because of a disability/medical reason or sincerely-held religious belief, you may request an accommodation to this requirement by contacting . Learn more about the COVID-19 vaccination here -

We're always looking for talented people to join our team Qualified applicants are encouraged to apply now

At SCAN we believe that it is our business to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects our community through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more.

SCAN is proud to be an Equal Employment Opportunity and Affirmative Action workplace. Individuals seeking employment will receive consideration for employment without regard to race, color, national origin, religion, age, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender perception or identity, age, marital status, disability, protected veteran status or any other status protected by law. A background check is required.

**Qualifications**

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**Education**

**Experience**

**Licenses & Certifications**

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by