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Concierge Advocate-Bilingual Required (Cantonese or Mandarin)

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 from our members or outbound calls they place. Part of a team that is responsible for managing and supporting 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 are critical to ensure member get their healthcare administrative issues / questions resolved in a timely fashion.

Assist the team leads, the Concierge and Associate Concierge, in managing their membership as a book of business. Serves primarily on an in-bound call queue resolving member's questions as they call SCAN. The remainder of their time will be associated with other tasks, including :

• Following-up on pending member issues
• Performing research to resolve a member's issue
• Performing proactive outreach to members
• Performing hand-offs amongst team members regarding resolving member issues
• Coordinating issue resolution between internal and external stakeholders

Support the Concierge in owning and maintaining the relationship with internal and external stakeholders. Including understanding process and content knowledge regarding those stakeholders as well as identifying issues and trends to provide feedback to stakeholders.

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.

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.

We seek Rebels who are curious about AI and its power to transform how we operate and serve our members.

Actively support the achievement of SCAN's Vision and Goals.

Other duties as assigned.

We hire for this role on a rolling basis. If you're a match, we'll reach out when a position becomes available.

Your qualifications :

What's in it for you?

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.

Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities