What are the responsibilities and job description for the Bilingual Customer Service Advocate position at SCAN Health Plan?
Bilingual Customer Service Advocate- Onsite
Full-Time
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 , , or follow us on LinkedIn, Facebook, and Twitter.
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 member 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 member 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.
Actively support the achievement of SCAN’s Vision and Goals.
Other duties as assigned.
Your qualifications
What’s in it for you?
An opportunity to become part of a team that makes a difference to our members and our community every day!
