Bilingual Concierge Advocate

SCAN Health Insurance•Arlington, TX

1d•$23•Remote

About The Position

Founded in 1977 as the Senior Care Action Network, SCAN began with a simple but radical idea: that older adults deserve to stay healthy and independent. That belief was championed by a group of community activists we still honor today as the “12 Angry Seniors.” Their mission continues to guide everything we do. Today, SCAN is a nonprofit health organization serving more than 500,000 people across Arizona, California, Nevada, New Mexico, Texas, and Washington, with over $8 billion in annual revenue. With nearly five decades of experience, we have built a distinctive, values-driven platform dedicated to improving care for older adults. Our work spans Medicare Advantage, fully integrated care models, primary care, care for the most medically and socially complex populations, and next-generation care delivery models. Across all of this, we are united by a shared commitment: combining compassion with discipline, innovation with stewardship, and growth with integrity. At SCAN, we believe scale should strengthen—not dilute—our mission. We are building the future of care for older adults, grounded in purpose, accountability, and respect for the people and communities we serve. Concierge Advocate – Bilingual Fully Remote The job The Concierge Advocate serves as a direct point of contact for members’ questions and concerns. He or she is responsible for taking member calls, as well as making proactive calls, as needed. The Concierge Advocate is a liaison between the members and SCAN’s internal and external stakeholders, advocating for and representing the member as needed to resolve issues and concerns. You will Front line contact center agent that is responsible for answering our member’s questions as they come in through inbound calls from our members or outbound calls they place. Part of a team that is responsible for managing and supporting a specific group of members. Ensure that their members’ issues/questions/concerns are being addressed across the entire SCAN internal and external value chain with timely and effective resolution. Drive SCAN’s Concierge customer service philosophy and are critical to ensure members get their healthcare administrative issues /questions resolved in a timely fashion. Assist the team leads, the Concierge and Associate Concierge, in managing their membership as a book of business. Serves primarily on an in-bound call queue resolving member’s questions as they call SCAN. The remainder of their time will be associated with other tasks, including: • Following-up on pending member issues • Performing research to resolve a member’s issue • Performing proactive outreach to members • Performing hand-offs amongst team members regarding resolving member issues • Coordinating issue resolution between internal and external stakeholders. Support the Concierge in owning and maintaining the relationship with internal and external stakeholders. Including understanding process and content knowledge regarding those stakeholders as well as identifying issues and trends to provide feedback to stakeholders. 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. Participate in member calling projects as assigned by management to support the overall SCAN goal of membership retention. 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

1-2 years call center or related customer service experience, required.
Ability to maintain calm demeanor at all times, including during highly charged situations.
Data entry and general computer skills (word processing, e-mail) required.
Effective communication (oral and written) skills.
Professional/pleasant telephone manner required.
Ability to handle large call volume, while providing excellent customer service at all times required.
Demonstrated efficiency/effectiveness in an environment with a high call volume.

Nice To Haves

1-2 years of prior experience with Medicare benefits, including Medicare Advantage Plans preferred.
experience in the healthcare, insurance or pharmacy industry high desirable.

Responsibilities

Front line contact center agent that is responsible for answering our member’s questions as they come in through inbound calls from our members or outbound calls they place.
Part of a team that is responsible for managing and supporting a specific group of members.
Ensure that their members’ issues/questions/concerns are being addressed across the entire SCAN internal and external value chain with timely and effective resolution.
Drive SCAN’s Concierge customer service philosophy and are critical to ensure members get their healthcare administrative issues /questions resolved in a timely fashion.
Assist the team leads, the Concierge and Associate Concierge, in managing their membership as a book of business.
Serves primarily on an in-bound call queue resolving member’s questions as they call SCAN.
Following-up on pending member issues
Performing research to resolve a member’s issue
Performing proactive outreach to members
Performing hand-offs amongst team members regarding resolving member issues
Coordinating issue resolution between internal and external stakeholders.
Support the Concierge in owning and maintaining the relationship with internal and external stakeholders. Including understanding process and content knowledge regarding those stakeholders as well as identifying issues and trends to provide feedback to stakeholders.
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.
Participate in member calling projects as assigned by management to support the overall SCAN goal of membership retention.
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.

Benefits

Base Pay Range: $23.00
Work Mode: Remote
An annual employee bonus program
Robust Wellness Program
Generous paid-time-off (PTO)- 11 paid holidays per year, 1 floating holiday, birthday off, and 2 volunteer days
Excellent 401(k) Retirement Saving Plan with employer match
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!
A competitive compensation and benefits program;
An annual employee bonus program;
Generous paid-time-off (PTO);
Eleven paid holidays per year;
Excellent Retirement Savings program;
A work-life balance;
An opportunity to become part of a team that makes a difference to our members and our community every day!