Job Overview
Employment Type
Full-time
Compensation
Type:
Hourly
Rate:
Range $22.00 - $35.00
Benefits
Base hourly pay range of $21.78 to $34.86
Annual employee bonus program
robust wellness program
Generous paid time off (PTO)
Eleven paid holidays plus one floating holiday
Excellent 401(k) retirement savings plan with employer match
robust employee recognition program
Tuition Reimbursement
Work-life balance
Job Description
SCAN Group is a well-established not-for-profit organization committed to addressing the most critical challenges affecting older adults in the United States. As the sole corporate member of SCAN Health Plan, SCAN Group plays an instrumental role in providing one of the nation’s leading not-for-profit Medicare Advantage plans. SCAN Health Plan serves more than 270,000 members across California, Arizona, and Nevada, focusing on improving healthcare outcomes and ensuring seniors maintain independence and health throughout their aging journey. With over 40 years of experience, SCAN Group is recognized nationally as a leading expert in senior healthcare, driven by its mission to innovate... Show More
Job Requirements
- Associate's degree
- Minimum 3 years of call center, customer service, concierge, or hospitality experience
- Successful completion of Gap Training
- 1 year of SCAN Concierge experience
- Experience delivering coaching and feedback
- Ability to provide exceptional customer service
- Strong time management and priority setting skills
- Strong interpersonal and communication skills
- Strong organizational, analytical and critical thinking skills
- Ability to maintain confidentiality
- Ability to work collaboratively across the organization
- Ability to proactively resolve member concerns
- Ability to research and resolve issues independently
- Ability to present information effectively
- Ability to remain flexible in changing priorities
- Technologically proficient
- Ability to work flexible hours, including second shift
Job Qualifications
- Associate's degree
- Bachelor's degree preferred
- Minimum 3 years of call center, customer service, concierge, or hospitality experience
- Successful completion of Gap Training
- At least 1 year of SCAN Concierge experience
- Proven experience providing coaching and feedback
- Experience in healthcare, insurance, or medical group preferred
- Excellent customer service and communication skills
- Strong time management, organizational, analytical, and critical thinking abilities
- Ability to maintain confidentiality
- Ability to work cross-functionally and collaboratively
- Proactive problem-solving skills
- Ability to research and resolve member issues with compassion
- Effective presentation and interpersonal skills
- Ability to adapt to a fast-paced environment
- Technologically savvy
- Flexible to work varied shifts
Job Duties
- Support the Concierge in leading a team of advocates assigned to their membership book of business
- Ensure members' issues, questions, and concerns are addressed with timely and effective resolution
- Prioritize team's daily, weekly, and monthly assignments including inbound queue management, reviewing pending issues, conducting research, and proactive outreach
- Provide daily coaching and guidance to team members on delivering concierge level service and handling escalated member issues
- Organize and coordinate recurring team meetings and communicate best practices, training updates, and discuss trends affecting service delivery
- Assist in performing opening and closing call center tasks including monitoring voicemails, reviewing logs, managing workforce schedules, and creating call lists and agendas
- Meet or exceed key Concierge team success metrics such as member satisfaction ratings, productivity scores, service levels, and regulatory compliance
Job Location
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