Supervisor, Executive Escalations

Founded in 1977 as the Senior Care Action Network, SCAN began with a simple but radical idea: that older adults deserve to stay healthy and independent. That belief was championed by a group of community activists we still honor today as the “12 Angry Seniors.” Their mission continues to guide everything we do. Today, SCAN is a nonprofit health organization serving more than 500,000 people across Arizona, California, Nevada, New Mexico, Texas, and Washington, with over $8 billion in annual revenue. With nearly five decades of experience, we have built a distinctive, values‑driven platform dedicated to improving care for older adults. Our work spans Medicare Advantage, fully integrated care models, primary care, care for the most medically and socially complex populations, and next‑generation care delivery models. Across all of this, we are united by a shared commitment: combining compassion with discipline, innovation with stewardship, and growth with integrity. At SCAN, we believe scale should strengthen—not dilute—our mission. We are building the future of care for older adults, grounded in purpose, accountability, and respect for the people and communities we serve. Job Overview The Member Experience Escalations Coach provides day‑to‑day supervision and oversight for the Member Experience Champion team. This role ensures effective management of complex, high‑risk, and high‑impact member escalations, supporting Champions as they resolve critical issues and act as escalation partners for leadership. The Coach is responsible for case assignment, workflow and SLA adherence, quality monitoring, coaching, and performance management, ensuring that Champions consistently deliver exceptional member experiences in alignment with internal policies, SOPs, and regulatory standards. The Coach will partner with internal stakeholders to remove barriers, coordinate cross‑functional resolution, and drive continuous improvement in service recovery and escalation management. This role is accountable for the development and performance of Champions, fostering a culture of Member Obsession, Champion’s Mindset, and Relentless Leadership. Responsibilities Supervise and support Member Experience Champions in managing complex escalations, ensuring timely, accurate, and compliant resolution of high‑risk member issues. Assign cases, monitor daily escalation pathways, and ensure work progresses according to internal workflows, SLAs, and compliance requirements; elevate barriers or urgent cases to management as needed. Provide ongoing coaching, feedback, and quality monitoring for Champions; address performance concerns in partnership with leadership and HR; support onboarding and training to reinforce service excellence and departmental expectations. Review and approve written responses, case summaries, and documentation prepared by Champions; ensure accuracy, completeness, and alignment with findings and required approvals. Guide Champions in coordinating with clinical, operations, compliance, legal, and provider/network partners to resolve complex cases; report gaps or conflicting information to leadership. Coach Champions on advanced service recovery strategies and member communications; ensure member impact is addressed while maintaining compliance with benefits and operational policy. Ensure Champions maintain accurate, consistent documentation of all escalations, outreach, findings, and resolution actions; complete compliance checkpoints and flag potential risks to management. Provide routine updates to leadership on queue status, case aging, quality findings, and team capacity; elevate urgent risks or notable cases promptly. Lead efforts to enhance playbooks, templates, and knowledge resources; identify opportunities to streamline workflows and support responsible use of AI‑enabled tools to improve consistency, speed, and quality. Support onboarding and ongoing development of Champions; facilitate advanced coaching and reinforce service excellence behaviors across the team. Contribute to team effort by accomplishing related results as needed; actively support the achievement of SCAN’s vision and goals. Qualifications 1+ years of leadership, supervisory, or coaching experience in a contact center or service environment. 3+ years of customer service experience in healthcare, contact center, hospitality, or service‑oriented industries. Demonstrated success building and developing high‑performing teams. Proven ability to drive performance outcomes and improve service quality. Experience managing escalations and service recovery situations. Medical training licensure or certification preferred. Experience in Medicare Advantage, Medicaid, or healthcare services. Experience in a provider office, medical group, hospital, or health plan. Experience handling executive or regulatory escalations. Experience working with brokers, provider partners, or external stakeholders. Experience supporting AI‑enabled tools, process improvement, or system optimization. Hospitality or high‑touch service experience. Caregiving experience demonstrating compassion and advocacy. Escalations and/or grievance/complaints handling experience. Experience supporting service recovery and escalation management. Benefits Remote work. Base Pay Range. 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 savings plan with employer match. Robust employee recognition program. Tuition reimbursement. Opportunity to make a difference to members and community every day. Equal Opportunity Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. Pay Transparency The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60‑1.35(c). #J-18808-Ljbffr SHPCA SCAN Health Plan