Member Experience Guide

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.” 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. We are building the future of care for older adults, grounded in purpose, accountability, and respect for the people and communities we serve. Location: Remote Locations (AZ, NV, TX, WA, NM ONLY) The Member Experience Guide serves as a trusted partner to our members, owning each interaction from inquiry to resolution with empathy, clarity, and accountability. Translate benefits, claims, and processes into simple, actionable guidance, ensuring members feel supported and informed. Demonstrate Relentless Leadership in everyday actions by consistently delivering high-quality, empathetic, and effective service. High School Diploma or Equivalent Experience 1+ years of customer service experience in a contact center, healthcare, hospitality, or service-oriented environment Experience resolving customer issues, managing multiple systems, and handling high-volume interactions Required: English (Read, Write, Spoken) Empathy – Demonstrates the ability to recognize and validate member emotions, ensuring every interaction feels personal, respectful, and understood. Experience in a provider office, medical group, hospital, or health plan Fluency in one or more of the following languages in addition to English: o Spanish o Cantonese o Mandarin o Korean o Vietnamese We seek Rebels who are curious about AI and its power to transform how we operate and serve our members. Compensation & Benefits Base Hourly Pay Rate: $20.00 Work Mode: Remote An annual employee bonus program Generous paid-time-off (PTO)- 8 paid holidays per year, 1 floating holiday, birthday off, and 2 volunteer days Excellent 401(k) Retirement Saving Plan with employer match Tuition reimbursement An opportunity to become part of a team that makes a difference to our members and our community every day! 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. 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. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities 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. #J-18808-Ljbffr SCAN Health Insurance