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Customer Service Advocate

1 month ago

Long Beach, United States SCAN Full time
Customer Service Advocate

Remote

Full-Time

About SCAN

SCAN Group is a not-for-profit organization dedicated to tackling the most pressing issues facing older adults in the United States. SCAN Group is the sole corporate member of SCAN Health Plan, one of the nation's leading not-for-profit Medicare Advantage plans, serving more than 270,000 members in California, Arizona, and Nevada. SCAN has been a mission-driven organization dedicated to keeping seniors healthy and independent for more than 40 years and is known throughout the healthcare industry and nationally as a leading expert in senior healthcare. SCAN employees are a group of talented, passionate professionals who are committed to supporting older adults on their aging journey, while also innovating healthcare for seniors everywhere. Employees are provided with in-depth training and access to state-of-the-art tools necessary to do their jobs, as well as development and growth opportunities. SCAN takes great pride in recognizing our team members as experts in their fields and rewarding them for their efforts. If you are interested in becoming part of an organization that is innovating senior healthcare visit www.thescangroup.org, www.scanhealthplan.com, or follow us on LinkedIn, Facebook, and Twitter.

The job

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

You will

Front line contact center agent 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 SCAN's Concierge customer service philosophy and are critical to ensure members get their healthcare administrative issues /questions resolved in a timely fashion.

Assist the team leaders, the Concierge and Associate Concierge, in managing their membership as a book of business.Serves primarily on an in-bound call queue resolving member's 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 member's 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 member's 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.

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 member's 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).
What's in it for you?
  • Base Salary range: $18.99 - $30.38
  • An annual employee bonus program
  • Robust Wellness Program
  • Generous paid-time-off (PTO)
  • Eleven paid holidays per year, plus 1 additional floating holiday
  • Excellent 401(k) 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

We're always looking for talented people to join our teamQualified 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. #LI-JR1

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 the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)