[Hiring] Bilingual Concierge Advocate @SCAN Health Insurance

Role Description

A concierge advocate is responsible for providing personalized assistance and support to clients or customers, ensuring their needs are met and issues are resolved in a timely and satisfactory manner. They act as a liaison between clients and service providers, offering guidance, recommendations, and solutions to enhance customer experience. Concierge advocates may also handle reservations, bookings, and special requests, striving to exceed expectations and build long-term relationships with clients. Strong communication, problem-solving, and customer service skills are essential for success in this role.

You will:

• Be the front line contact center agent responsible for answering members’ questions through inbound and outbound calls.
• Ensure that members’ issues/questions/concerns are addressed across the entire SCAN internal and external value chain with timely and effective resolution.
• Drive SCAN’s Concierge customer service philosophy, ensuring members get their healthcare administrative issues/questions resolved promptly.
• Assist team leads, the Concierge, and Associate Concierge in managing membership as a book of business.
• Resolve member’s questions primarily through inbound call queue.
• Follow up on pending member issues.
• Perform research to resolve a member’s issue.
• Conduct proactive outreach to members.
• Facilitate hand-offs among team members regarding resolving member issues.
• Coordinate issue resolution between internal and external stakeholders.
• Support the Concierge in maintaining relationships with internal and external stakeholders.
• Document interactions with members to update records and track issue resolution.
• Participate in team huddles to discuss common member issues/trends and paths to resolution.
• Engage in member calling projects as assigned by management to support SCAN's membership retention goals.
• 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.
• Actively support the achievement of SCAN’s Vision and Goals.
• Perform other duties as assigned.

Qualifications

• 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 address member issues.
• Ability to handle large call volume while providing excellent customer service.
• Demonstrated efficiency/effectiveness in a high call volume environment.
• Ability to listen, talk, and type simultaneously.
• Ability to build trust, respect, and credibility with all partners through 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 in highly charged situations.
• Ability to work in an environment where continuous coaching and feedback is standard practice.
• Ability to maintain confidentiality appropriately.
• Ability to work a flexible schedule that may include second-shift (7am – 9pm).

Benefits

• Base Pay Range: $22.00-$24.00
• Work Mode: Remote
• An annual employee bonus program
• Robust Wellness Program
• Generous paid-time-off (PTO): 11 paid holidays per year, 1 floating holiday, birthday off, and 2 volunteer days
• Excellent 401(k) Retirement Saving Plan with employer match
• Robust employee recognition program
• Tuition reimbursement
• An opportunity to be part of a team that makes a difference to our members and community every day!