Supervisor, MS Concierge - Bilingual

Supervisor, MS Concierge Bilingual (Mandarin & Cantonese) Location: Mostly Remote Responsibilities Manage multiple Concierge Teams and their assigned PMG Groups. Maintain business continuity through workforce management and contingency planning, including acting as back‑up for Concierge staffing needs. Monitor and manage call volumes to flex and adjust staffing needs in case of call surges. Provide oversight to ensure customer service standards are achieved, including response times, productivity, and call quality. Ensure department policies, procedures, and job aids are consistently followed. Analyze data and trends received from Concierge to determine service gaps and deliver feedback to Concierge and cross‑functional internal departments. Participate in interviewing, training, auditing, coaching and providing feedback to staff. Provide personal growth opportunities for Concierge team members. Resolve escalated member issues and maintain contacts and relationships within SCAN and with PMG partners. Supervise and manage others, including hires, performance reviews, corrective action, etc. Follow all applicable Federal and State regulatory requirements and guidelines for SCAN Health Plan operations, as documented in company policies and procedures. Follow all HIPAA requirements and appropriately maintain confidentiality. Maintain professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, and participating in professional societies. All other duties as assigned. Qualifications Bachelor’s Degree or equivalent experience. 4+ years of customer service experience in a high‑volume call center and healthcare setting. 1+ years of supervisory experience. Experience supervising large teams (preferred). 1+ years of experience in MediCare or HMO setting (preferred). Bilingual (preferred). Basic skills to develop others. Basic problem‑solving skills. Good communication and interpersonal skills. Ability to deal with ambiguity while working cross‑functionally and collaboratively across the organization; seeks to build trust, respect and credibility with all partners through full, honest, consistent, and coordinated communication. Ability to research, analyze and resolve member issues independently while demonstrating compassion and responsiveness; strong analytical and critical thinking skills (required). Demonstrated time management and priority setting skills; ability to multi‑task and manage the changing needs of members. Strong organizational skills; ability to multitask. Ability to effectively present information and respond to questions from members, PMGs, peers and management. Strong interpersonal skills, including excellent written and verbal communication skills; ability to speak using clear, professional language and answer telephone using appropriate etiquette. Ability to work in a fast‑paced environment with changing priorities while maintaining a calm demeanor. Technologically savvy and able to utilize information systems effectively. Ability to appropriately maintain confidentiality. Benefits Base Pay Range: $58,200 – $84,143. Mostly Remote work mode. 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 become part of a team that makes a difference to members and the community every day. Equal Employment Opportunity SCAN is a proud Equal Employment Opportunity and affirmative action workplace. Individuals applying will receive consideration without regard to race, color, national origin, religion, age, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender identity or expression, disability, protected veteran status or any other status protected by law. A background check is required. #J-18808-Ljbffr SHPCA SCAN Health Plan