Concierge Advocate

🔥 0 minutes ago

🌵 Arizona – Remote

🌵 Arizona – Remote

💵 $22 - $24 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

🚫👨‍🎓 No degree required

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SCAN

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1977

🏥 Healthcare

⚕️ Healthcare Insurance

👥 B2C

Healthcare • 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.

📋 Description

• Answer members’ questions through inbound calls and outbound calls • Manage and support a specific group of members • Ensure members’ issues, questions, and concerns are addressed across the SCAN internal and external value chain • Drive SCAN’s Concierge customer service philosophy and resolve healthcare administrative issues • Assist team leads, Concierge, and Associate Concierge staff in managing membership as a book of business • Serve primarily on an inbound call queue resolving member questions • Follow up on pending member issues • Research member issues to determine resolutions • Perform proactive outreach to members • Conduct hand-offs among team members regarding member issue resolution • Coordinate issue resolution between internal and external stakeholders • Support the Concierge in maintaining relationships with internal and external stakeholders • Identify stakeholder-related issues and trends and provide feedback • Document member interactions and update member records • Participate in team huddles discussing member issues, trends, and resolutions • Participate in member calling projects supporting membership retention • Follow applicable Federal and State regulatory requirements and SCAN policies • Follow all HIPAA requirements • Support SCAN’s Vision and Goals • Perform other duties as assigned

🎯 Requirements

• 2+ years of Call Center, customer service, concierge, or hospitality experience required • Experience in healthcare, insurance, or medical group preferred • Demonstrated critical thinking and problem-solving skills • Ability to handle large call volume while providing excellent customer service • Demonstrated efficiency/effectiveness in a high-call-volume environment handling complex calls/issues • Ability to listen, talk, and type simultaneously • Ability to build trust, respect, and credibility 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 a calm demeanor during highly charged situations • Ability to work in an environment where continuous coaching and feedback is standard practice • Ability to appropriately maintain confidentiality • Ability to work a flexible schedule that may include second-shift hours (7am–9pm) • Curiosity about AI and its power to transform operations and member service • Background check required

🏖️ Benefits

• An annual employee bonus program • Robust Wellness Program • Generous paid-time-off (PTO) • 11 paid holidays per year • 1 floating holiday • Birthday off • 2 volunteer days • Excellent 401(k) Retirement Saving Plan with employer match • Robust employee recognition program • Tuition reimbursement • Training, tools and support necessary to do your work • Competitive compensation and benefits program • Work-life balance