Concierge

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 277,000 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.

Job Description:

Concierge

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 visitwww.thescangroup.org,www.scanhealthplan.com, or follow us on LinkedIn, Facebook, and Twitter.

The job

Through alignment of values and SCAN's member-centric customer service philosophy, this position is responsible for proactive resolution of member issues in pursuit of Member satisfaction. This role will deliver highly effective and efficient customer solutions to SCAN members using one call resolution methodology leveraging internal departments, external PMG contacts, and product knowledge.

You will

• Own and manage primary book of membership business for the assigned Primary Medical Groups (PMGs).

• Act as the benefit Subject Matter Expert for the assigned PMGs, by possessing deep knowledge and specialized skill set pertaining to Member benefits and PMG's policies and procedures.

• Increase member satisfaction by following up and resolving member issues, concerns, and questions in an efficient, timely and accurate manner; coordinate resolution with PMG and SCAN internal departments, as needed.

• Log and trend common member and PMG issues in order to identify communication and workflow gaps between members and PMGs.

• Responsible for prioritization of the team's daily assignments, including but not limited to review of pending member issues, pending research, and coordination of workload to supporting team members. Empowered to coach and guide supporting team on escalated member issues in support of high member satisfaction.

• Consistently meet and/or exceed the departmental standards, including, but not limited to: quality, productivity, and adherence to schedule and attendance.

• Responsible for fostering a positive relationship with PMGs and identifying a point of contact for escalated member matters. Continuously building and maintaining a strong rapport in order to meet and/or exceed members' needs.

• Responsible for fostering positive relationships with internal constituents and departments, by working cross-functionally and collaboratively to resolve member and PMG issues.

• 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.

• Document transactions by completing applicable member forms and summarizing actions taken in appropriate computer system and following standards set by the department or by other authorized individuals.

Your qualifications

• Customer service experience required. Call Center or provider office experience a plus.

• Bilingual Preferred.

• Seek to build trust, respect and credibility with all partners through full, honest, consistent, and coordinated communication.

• Demonstrated time management and priority setting skills; ability to multi-task and manage the changing needs of the members.

• Ability to deal with ambiguity, while working cross-functionally and collaboratively across the organization.

• Ability to research, analyze and resolve member issues independently, while demonstrating compassion and responsiveness.

• Ability to effectively present information and respond to questions from members, PMGs, peers and management.

• Ability to speak using clear and professional language and answer telephone using appropriate etiquette.

• Ability to work in a fast paced environment with changing priorities, while maintaining a calm demeanor.

• Technologically savvy and able to utilize information systems effectively.

• Strong interpersonal skills, including excellent written and verbal communication skills.

• Strong organizational skills; Ability to multitask.

• Ability to appropriately maintain confidentiality.

• Strong analytical and critical thinking skills, required.

What's in it for you?

• Base Pay Range: $23.5096 to $42.3173 USD

• Work Mode: Remote

• A competitive compensation and benefits program

• 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!

Covid-19 Vaccination Policy

To ensure a healthy and safe work environment, if you are selected for this position, your job offer with SCAN Health will be contingent upon being fully vaccinated and providing proof of your COVID-19 vaccine within 3 days after your start date. Generally, you are considered fully vaccinated 14 days after receiving the last dose, as recommended by the manufacturer, of a vaccine that has been authorized by the FDA for use in the United States, including vaccinations that have been approved pursuant to an Emergency Use Authorization. If fully vaccinated outside of the United States, the vaccination must be listed for emergency use by the World Health Organization (WHO). If you cannot receive the vaccine because of a disability/medical reason or sincerely-held religious belief, you may request an accommodation to this requirement by contactingCOVID-19 Vaccination Policy. Learn more about the COVID-19 vaccination here -https://www.cdc.gov/coronavirus/2019-ncov/vaccines/index.html

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

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)