Program Manager – Service Resolution

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.

🏄 California – Remote

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

+3 more states

🌵 Arizona – Remote 🏄 California – Remote 🎰 Nevada – Remote 🌶️ New Mexico – Remote 🤠 Texas – Remote

💵 $106.2k - $153.7k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📋 Program Manager

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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 Program Manager - Service Resolution will lead the development, implementation, and evolution of our service recovery program. • This role is critical to ensuring we address member issues promptly and meaningfully, with the goal of improving satisfaction, building trust, and ultimately supporting member retention. • Establish performance standards, oversee recovery efforts across all service channels (phone, digital, in-person, etc.), and lead cross-functional collaboration to ensure resolution targets and service levels are met. • Design and build a scalable, data-driven service recovery program tailored to the needs of Medicare Advantage members. • Develop and maintain a multi-year service recovery roadmap that aligns with enterprise goals for member experience and retention. • Define success metrics, SLAs, and KPIs for service recovery across channels. • Develop reporting and monitoring frameworks to track recovery trends, root causes, and effectiveness of interventions, including ROI analysis. • Partner with internal teams to coordinate timely, empathetic, and effective recovery efforts, including recovery efforts associated with disruptions at our ecosystem partners. • Collaborate with Analytics to surface insights that drive continuous improvement. • Develop playbooks, escalation protocols, and training to ensure consistent recovery experiences regardless of where the issue originated. • Continually evaluate and improve recovery processes to drive resolution speed and effectiveness; leverage AI and other advanced technologies to drive continuous innovation in our service recovery efforts.

🎯 Requirements

• Bachelor's Degree or equivalent experience required. • 3-5+ years of experience in service operations, program management, or member experience, ideally in healthcare or Medicare Advantage. • Leadership - can influence and drive others without authority • Problem Solving - Good problem-solving skills • Optimizes Work Processes - Identifies and creates processes necessary to get work done • Demonstrated capability of planning for short- and long-term range goals • Moderate to strong skills in quantitative analysis, qualitative analysis, and problem-solving • Analyzing internal / intra-departmental processes • Effective verbal and written communication skills, catered to a variety of audiences at various levels • Managing competing priorities and expectations across multiple stakeholders, ability to manage a variety of projects simultaneously • Effective change management skills, ability to influence across levels and functions. • Demonstrated understanding of healthcare industry • Ability to develop and maintain positive relationships and facilitate the exchange of information across business units • Experience with service recovery principles, root cause analysis, and performance measurement. • Proficiency in VOC and service recovery tools and platforms.

🏖️ Benefits

• Work Mode Remote • An annual employee bonus program • Robust Wellness Program • Generous paid-time-off (PTO) • 11 paid holidays per year, plus 1 floating holiday, plus 1 birthday holiday • Excellent 401(k) Retirement Saving Plan with employer match and contribution • Robust employee recognition program • Tuition reimbursement • An opportunity to become part of a team that makes a difference to our members and our community every day!