Concierge Advocate

SCAN

Concierge Advocate resolving healthcare member issues for SCAN, a nonprofit health organization serving older adults. Handling high-volume calls, research, outreach, documentation, and stakeholder coordination.

Posted 8/4/2026full-timeHenderson • Nevada • 🇺🇸 United StatesJuniorMid-Level💰 $22 - $24 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer service capabilities with a focus on resolving member issues and maintaining relationships with stakeholders. Proficient in handling high call volumes while ensuring compliance with regulatory requirements and company policies.

Highest-signal resume keywords

Call Center ExperienceCustomer Service ExcellenceCritical-Thinking SkillsHIPAA ComplianceHealthcare Industry Knowledge

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

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

Hard Skills

Issue ResolutionDocumentationProactive OutreachCall Volume ManagementTime Management

Soft Skills

Interpersonal SkillsOrganizational SkillsCommunication SkillsProblem-Solving SkillsMultitasking Ability

Industry Keywords

Concierge ServiceMembership RetentionStakeholder CoordinationFederal RegulationsState Regulations

About the role

Key responsibilities & impact

Answer members’ questions through inbound calls and outbound calls
Manage and support a specific group of members
Ensure member issues, questions, and concerns are resolved across SCAN’s internal and external value chain
Drive SCAN’s Concierge customer service philosophy
Assist team leads, Concierge, and Associate Concierge staff in managing membership books of business
Resolve member questions primarily through an inbound call queue
Follow up on pending member issues
Research issues to determine resolutions
Conduct proactive outreach to members
Perform hand-offs among team members
Coordinate issue resolution with internal and external stakeholders
Maintain relationships with stakeholders and provide feedback on processes, content, issues, and trends
Document member interactions and update records
Participate in team huddles about member issues, trends, and resolutions
Participate in member calling projects supporting membership retention
Follow applicable Federal and State regulatory requirements, company policies, and HIPAA requirements
Support SCAN’s vision and goals
Perform other duties as assigned

Requirements

What you’ll need

2+ years of call center, customer service, concierge, or hospitality experience required
Experience in healthcare, insurance, or medical groups preferred
Demonstrated critical-thinking and problem-solving skills
Ability to handle large call volumes while providing excellent customer service
Experience handling complex calls and issues in a high-volume environment
Ability to listen, talk, and type simultaneously
Ability to build trust, respect, and credibility through 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 a calm demeanor during highly charged situations
Ability to work in an environment with continuous coaching and feedback
Ability to maintain confidentiality appropriately
Ability to work a flexible schedule that may include second shift (7am–9pm)
Background check required

Benefits

Comp & perks

Base pay of $22.00-$24.00 per hour
Annual employee bonus program
Robust Wellness Program
Generous paid-time-off (PTO)
11 paid holidays per year
1 floating holiday
Birthday off
2 volunteer days
Excellent 401(k) Retirement Saving Plan with employer match
Robust employee recognition program
Tuition reimbursement
Training, tools and support necessary to do your work
Work-life balance
Inclusive benefits
Equal pay programs
Employee resource groups