SCAN · 4 hours ago
Member Services Advocate - Bilingual
United States
Full-time
Remote
Entry Level
$20/hr - $23/hr
2+ years expSCAN is a nonprofit health organization dedicated to serving older adults and improving their care. The Concierge Advocate-Bilingual serves as a direct point of contact for members, addressing their questions and concerns while advocating for their needs to resolve issues effectively.
Elder CareHealth CareHome Health CareMedical
Responsibilities
Serve as a direct point of contact for members’ questions and concerns
Take member calls, as well as making proactive calls, as needed
Act as a liaison between the member and SCAN’s internal and external stakeholders, advocating for and representing the member as needed to resolve issues and concerns
Front line contact center agent that is responsible for answering our member’s questions as they come in through inbound calls from our members or outbound calls they place
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 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 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
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
Actively support the achievement of SCAN’s Vision and Goals
Other duties as assigned
Qualification
Required
2+ years Call Center, customer service, concierge or hospitality experience required
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)
Preferred
Experience in healthcare, insurance, or medical group preferred
Benefits
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
Company
SCAN
About SCAN Keeping Seniors Healthy and Independent–that’s been our mission for more than 40 years.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Lyn Amor Macaraeg
CVP Chief of Staff & Strategic Advisor to the CEO
Sachin H. Jain, MD, MBA
President and CEO, Board Director
Recent News
2025-12-26
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