Service Recovery Program Manager

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 300,000 members in California, Arizona, Nevada, Texas and New Mexico. SCAN has been a mission-driven organization dedicated to keeping seniors healthy and independent for more than 45 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

Lead the development, implementation, and evolution of our service recovery program. This role is critical to ensuring we address member issues promptly and meaningfully, with the goal of improving satisfaction, building trust, and ultimately supporting member retention.

Establish performance standards, oversee recovery efforts across all service channels (phone, digital, in-person, etc.), and lead cross-functional collaboration to ensure resolution targets and service levels are met. Over time, this leader will expand the program to include ecosystem partners-such as provider groups, delegated entities, and third-party vendors-to create a unified, end-to-end recovery experience.

You Will

Design and build a scalable, data-driven service recovery program tailored to the needs of Medicare Advantage members.

Develop and maintain a multi-year service recovery roadmap that aligns with enterprise goals for member experience and retention.

Define success metrics, SLAs, and KPIs for service recovery across channels.

Develop reporting and monitoring frameworks to track recovery trends, root causes, and effectiveness of interventions, including ROI analysis.

Partner with internal teams to coordinate timely, empathetic, and effective recovery efforts, including recovery efforts associated with disruptions at our ecosystem partners.

Collaborate with Analytics to surface insights that drive continuous improvement.

Develop playbooks, escalation protocols, and training to ensure consistent recovery experiences regardless of where the issue originated.

Continually evaluate and improve recovery processes to drive resolution speed and effectiveness; leverage AI and other advanced technologies to drive continuous innovation in our service recovery efforts.

We seek Rebels who are curious about AI and its power to transform how we operate and serve our members.

Actively support the achievement of SCAN's Vision and Goals.

Other duties as assigned.

Your Qualifications

Bachelor's Degree or equivalent experience required.

3-5+ years of experience in service operations, program management, or member experience, ideally in healthcare or Medicare Advantage.

Leadership - can influence and drive others without authority

Problem Solving - Good problem-solving skills

Optimizes Work Processes - Identifies and creates processes necessary to get work done

Demonstrated capability of panning for short- and long-term range goals

Moderate to strong skills in quantitative analysis, qualitative analysis, and problem-solving

Analyzing internal / intra-departmental processes

Effective verbal and written communication skills, catered to a variety of audiences at various levels

Managing competing priories and expectations across multiple stakeholders, ability to manage a variety of projects simultaneously

Effective change management skills, ability to influence across levels and functions.

Demonstrated understanding of healthcare industry

Ability to develop and maintain positive relationships and facilitate the exchange of information across business units

Experience with service recovery principles, root cause analysis, and performance measurement.

Proficiency in VOC and service recovery tools and platforms

What's in it for you?

• Base salary range: $106,200.00 to $151,910.00 per year
• Work Mode Remote
• An annual employee bonus program
• Robust Wellness Program
• Generous paid-time-off (PTO)
• Eleven paid holidays per year, plus 1 floating holiday, plus 1 birthday holiday
• Excellent 401(k) Retirement Saving Plan with employer match and contribution
• 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!

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.

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