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