Concierge Advocate

This is a fully remote position, open to applicants in Arizona.

📋 Description

• Respond to member inquiries through both inbound and outbound calls.

• Manage and provide support for a designated group of members.

• Ensure that members’ issues, questions, and concerns are effectively addressed throughout the SCAN internal and external value chain.

• Advocate for SCAN’s Concierge customer service philosophy and resolve administrative healthcare issues.

• Assist team leads, Concierge, and Associate Concierge staff in treating membership as a book of business.

• Primarily handle inbound calls to resolve member inquiries.

• Follow up on unresolved member issues.

• Investigate member issues to identify resolutions.

• Conduct proactive outreach to members.

• Facilitate hand-offs among team members regarding the resolution of member issues.

• Coordinate issue resolution among internal and external stakeholders.

• Aid the Concierge in nurturing relationships with internal and external stakeholders.

• Identify trends and issues related to stakeholders and provide constructive feedback.

• Document member interactions and keep member records updated.

• Engage in team huddles to discuss member issues, trends, and resolutions.

• Participate in member calling initiatives aimed at supporting membership retention.

• Adhere to applicable Federal and State regulatory requirements as well as SCAN policies.

• Comply with all HIPAA regulations.

• Support SCAN’s Vision and Goals.

• Perform additional duties as assigned.

⛳️ Requirements

• Minimum of 2 years of experience in Call Center, customer service, concierge, or hospitality roles required.

• Experience in healthcare, insurance, or medical groups is preferred.

• Proven critical thinking and problem-solving capabilities.

• Capacity to manage high call volumes while delivering exceptional customer service.

• Demonstrated effectiveness in a high-call-volume setting, managing complex calls and issues.

• Ability to listen, communicate, and type simultaneously.

• Skill in building trust, respect, and credibility through transparent, consistent, and coordinated communication.

• Strong time management and prioritization skills.

• Excellent interpersonal and organizational abilities.

• Proficient in written and verbal communication.

• Ability to multitask and maintain composure in high-pressure situations.

• Willingness to work in an environment that embraces continuous coaching and feedback.

• Capability to maintain confidentiality appropriately.

• Flexibility to work a schedule that may include second-shift hours (7am–9pm).

• Interest in AI and its potential to enhance operations and member service.

• Background check is required.

🏝️ Benefits

• Annual employee bonus program.

• Comprehensive Wellness Program.

• Generous paid time off (PTO).

• 11 paid holidays each year.

• 1 floating holiday.

• Day off for your birthday.

• 2 volunteer days.

• Excellent 401(k) Retirement Savings Plan with employer match.

• Strong employee recognition program.

• Tuition reimbursement.

• Necessary training, tools, and support to perform your duties effectively.

• Competitive compensation and benefits package.

• Work-life balance.