Supervisor, Member Services – Bilingual Korean

November 7

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SCAN

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Healthcare Insurance • B2C

SCAN is a mission-driven healthcare organization focused on reinventing aging by delivering evidence-based, patient-centered care and coverage for older adults. It operates an integrated portfolio including health insurance plans with innovative benefits, in-home and virtual primary care, support programs for caregivers and homebound older adults, and specialized services for vulnerable populations. SCAN also invests in and partners with companies that advance care models and resources to help older adults remain healthy and independent at home.

1001 - 5000 employees

Founded 1977

⚕️ Healthcare Insurance

👥 B2C

📋 Description

• Responsible for managing multiple Concierge Teams and their assigned PMG Groups. • Responsible for maintaining business continuity through workforce management and contingency planning. • Monitor and manage call volumes in order to effectively flex and adjust staffing needs in case of call surges. • Provide oversight to ensure that customer service standards are achieved including response times, productivity, and call quality. • Analyze data and trends received from Concierge to deliver feedback. • Participate in the interviewing, training, auditing, coaching and providing feedback to staff. • Follow all appropriate Federal and State regulatory requirements and guidelines applicable to SCAN Health Plan operations. • Resolve escalated member issues and maintain contacts and relationships within SCAN and with our PMG partners.

🎯 Requirements

• Master’s Degree in Business or health-related field of study. • 4+ years of customer service experience in a high-volume call center and healthcare setting • 1+ years supervisory experience • Experience supervising large teams preferred • 1+ years of experience in MediCare or HMO setting preferred • Ability to deal with ambiguity • Ability to research, analyze and resolve member issues independently • Strong interpersonal skills, including excellent written and verbal communication skills. • Strong analytical and critical thinking skills

🏖️ Benefits

• Robust Wellness Program • Excellent 401(k) Retirement Saving Plan with employer match. • Remote work • A work-life balance • An opportunity to become part of a team that makes a difference to our members and our community every day!