Supervisor, Peer Advocate

Peer Advocate Supervisor – Full-time, Regular

About SCAN
SCAN Group is a not-for-profit organization dedicated to tackling the most pressing issues facing older adults in the United States. SCAN Group is the sole corporate member of SCAN Health Plan, one of the nation’s leading not-for-profit Medicare Advantage plans, serving more than 270,000 members in California, Arizona, and Nevada. SCAN has been a mission-driven organization dedicated to keeping seniors healthy and independent for more than 40 years and is known throughout the healthcare industry and nationally as a leading expert in senior healthcare. SCAN employees are a group of talented, passionate professionals who are committed to supporting older adults on their aging journey, while also innovating healthcare for seniors everywhere. Employees are provided in-depth training and access to state-of-the-art tools necessary to do their jobs, as well as development and growth opportunities. SCAN takes great pride in recognizing our team members as experts in their fields and rewarding them for their efforts. If you are interested in becoming part of an organization that is innovating senior healthcare visit www.thescangroup.org, www.scanhealthplan.com, or follow us on LinkedIn, Facebook, and Twitter.

The Job
The Supervisor, Peer Advocate (Member Outreach) will provide oversight of member and prospect campaigns and the teams executing them.

You Will
Team Leadership: Provide strong leadership and direction to a team of campaign agents. Set clear expectations, motivate team members, and foster a positive and productive work environment. Manage and facilitate team staff meetings
• Performance Management: Monitor and evaluate team performance through key performance indicators (KPIs) such as call quality, conversion rates, and productivity. Efficiently manage team schedules, workload distribution, and call queues to meet call standards, escalation paths, and campaign performance goal completion.
• Training and Development: Develop and implement training programs for new hires and ongoing training for existing team members to enhance their skills and knowledge. Support staff recruiting efforts
• Quality Assurance: Ensure that all calls meet or exceed quality standards. Conduct call monitoring and provide feedback to agents to maintain high service quality. Provide feedback and coaching to improve performance.
• Data Analysis: Analyze call data and performance metrics to identify trends, areas for improvement, and opportunities to enhance efficiency and effectiveness.
• Campaign Client Relations: Work closely with business owners of campaigns to ensure success and campaign iteration
• Reporting: Prepare and present regular reports on team performance, including key metrics and insights, to senior management.
• Compliance: Ensure that team members adhere to all company policies, procedures, and regulatory requirements.
• Innovation: Continuously seek opportunities to improve processes, tools, and strategies to optimize team performance and customer satisfaction.
• Technical knowledge: become an expert on the tools and technologies to effectively execute campaigns
• The Supervisor, Peer Advocate (Member Outreach) accomplishes results by communicating to staff job expectations; planning, monitoring, and appraising job results; coaching and counseling Peer and Senior Advocates; and initiating, coordinating, and enforcing systems, policies, and procedures.
• Actively support the achievement of SCAN’s Vision and Goals.
• Other duties as assigned.

Your Qualifications
• Bachelor's Degree preferred or comparable combination of education/experience and/or training will be considered equivalent to the education.
• Substantial experience with computer programs (MS Office Products) and internet browsing.
Experience with supervising a staff of 10 individuals.
• Must be proficient with operating a computer, including logging into and maneuvering around multiple systems such as online timesheets (time and attendance) and call center software.
• Strong interpersonal skills, as well as strong written and verbal communication skills.
• Ability to work independently as well as part of a team.
• Strong organizational skills with the ability to manage multiple campaigns at one time
• Ability to work in a fast, and changing environment with excellent problem-solving skills
• Analytical mindset with the ability to leverage data for decision-making
• Strong leadership and coaching skills.
• Proficiency in using call center software and CRM systems
• Knowledge of relevant industry regulations and compliance standards
 
What's in it for you?
• Base Salary range: $48,900.00 - $78,200.00
• 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

An opportunity to become part of a team that makes a difference to our members and our community every day!
We're always looking for talented people to join our team! Qualified applicants are encouraged to apply now!

At SCAN we believe that it is our business to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects our community through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more.
SCAN is proud to be an Equal Employment Opportunity and Affirmative Action workplace. Individuals seeking employment will receive consideration for employment without regard to race, color, national origin, religion, age, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender perception or identity, age, marital status, disability, protected veteran status or any other status protected by law. A background check is required. #LI-JR1

Salary : $48,900 - $78,200