Bilingual Concierge Advocate

Bilingual Concierge Advocate (Remote) Languages Required: Mandarin, Cantonese, Korean, or Vietnamese. Position Overview The Concierge Advocate is responsible for providing personalized assistance and support to members, ensuring their needs are met and healthcare administrative issues are resolved in a timely manner. The role acts as a liaison between members and service providers, handling inbound and outbound calls, and coordinating with internal and external stakeholders. Key Responsibilities Serve as a front‑line contact center agent for inbound member calls and outbound member outreach. Resolve member questions and issues across the SCAN internal and external value chain. Follow up on pending member issues, conduct research, and perform proactive outreach. Coordinate issue resolution and hand‐offs among team members and stakeholders. Maintain member records and document interactions for accurate tracking. Participate in team huddles to discuss member issues, trends, and resolution paths. Support member calling projects to promote membership retention. Follow all applicable Federal, State, HIPAA, and SCAN policy requirements. Assist team leads and associates in managing their membership book of business. Perform any additional duties as assigned. Qualifications 2+ years of call center, customer service, concierge, or hospitality experience. Experience in healthcare, insurance, or medical group preferred. Strong problem‑solving and critical thinking skills. Ability to handle high call volume while providing excellent service. Effective communication skills – speaking, listening, and typing simultaneously. Ability to build trust and credibility with partners. Excellent written and verbal communication, time management, and prioritization. Calm, flexible, and respectful in high‑charged situations. Works effectively in continuous coaching and feedback environments. Maintains confidentiality and follows HIPAA requirements. Willingness to work a flexible schedule, including second shift (7am–9pm). Background check required. Compensation and Benefits Base Pay Range: $22.00–$24.00 per hour. Remote work. Annual employee bonus program. Robust wellness program. Generous paid‑time‑off (11 holidays per year, 1 floating holiday, birthday off, 2 volunteer days). Excellent 401(k) retirement savings plan with employer match. Robust employee recognition program. Tution reimbursement. Opportunities for career growth and impact on senior care. EEO Statement SCAN, Inc. is an Equal Employment Opportunity and affirmative action employer. We provide employment opportunities to all qualified individuals regardless of race, color, religion, national origin, gender, age, disability, or any other protected status. #J-18808-Ljbffr SHPCA SCAN Health Plan