Concierge Advocate, Bilingual

Job not on LinkedIn

October 26

🌵 Arizona – Remote

Although this job is listed in Arizona, this company may be open to hiring remote in other states.

🎰 Nevada – Remote

Although this job is listed in Nevada, this company may be open to hiring remote in other states.

💵 $20 - $23 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

🚫👨‍🎓 No degree required

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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

• The Concierge Advocate serves as a direct point of contact for members’ questions and concerns. • Responsible for taking 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. • Serve primarily on an in-bound call queue resolving member’s questions as they call SCAN. • Ensure that their members’ issues/questions/concerns are being addressed across the entire SCAN internal and external value chain with timely and effective resolution. • Follow-up on pending member issues. • Perform research to resolve a member’s issue. • Perform proactive outreach to members. • 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. • 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.

🎯 Requirements

• 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).

🏖️ 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