SCAN

Member Services Advocate – Bilingual

SCAN

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $20 - $23 per hour

About the role

  • 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
  • Front line contact center agent that is responsible for answering our member’s questions as they come in through inbound calls
  • Manage and support 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 ensure timely resolution of healthcare administrative issues/questions
  • Assist the team leads in managing their membership
  • 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

Requirements

  • 2+ years Call Center, customer service, concierge or hospitality experience required
  • Experience in healthcare, insurance, or medical group preferred
  • Demonstrated critical thinking and problem solving skills to get to the heart of the member’s issue
  • Ability to handle large call volume, while providing excellent customer service at all times
  • Demonstrated efficiency/effectiveness in an environment with a high call volume, handling complex calls/ issues
  • Ability to listen, talk and type at the same time
  • Ability to build trust, respect and credibility with all partners through full, honest, consistent, and coordinated communication
  • Demonstrated time management and priority setting skills
  • Strong interpersonal and organizational skills
  • Excellent written and verbal communication skills
  • Ability to multitask and maintain calm demeanor at all times including during highly charged situations
  • Ability to work in an environment where continuous coaching and feedback is the standard practice
  • Ability to appropriately maintain confidentiality
  • Ability to work a flexible schedule that may include second-shift (7am – 9pm)
Benefits
  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
call center experiencecustomer service experienceconcierge experiencehospitality experiencehealthcare experienceinsurance experienceproblem solvingtime managementmultitaskingconfidentiality
Soft Skills
critical thinkinginterpersonal skillsorganizational skillswritten communicationverbal communicationtrust buildingrespect buildingcredibility buildingcalm demeanorflexibility