Quality Assurance Specialist

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. Quality Assurance Specialist Location: Remote The job Ensure compliance with regulatory and company/departmental standards by monitoring staff and processes, and implementing corrective action, as required. Improves service quality and efficiencies by developing and implementing standards, workflows and processes that are compliant with regulatory requirements and supports the delivery of service excellence. You will Maintain regulatory compliance by remaining knowledgeable of regulations and contractual requirements related to customer service operations, developing and implementing processes and policies/procedures that meet or exceed requirements. Ensure the SCAN commitment of service excellence to our customers by ensuring that staff consistently provide a level of service that meets or exceeds the customer's expectation while being respectful, kind and knowledgeable about SCAN benefits and services. Identify and remediate deficient practices/processes by monitoring processes and staff interactions with customers, providing feedback, identifying trends and overseeing and measuring corrective actions. Provide management with feedback on staff performance and participate in coaching of the staff. Improve service quality by measuring the quality, effectiveness and efficiency of the customer experience and provide recommendations for improvement to management. Support the Member Services Trainer by providing feedback on training needs and assist in the development and presentation of training, as required. Maintain awareness of membership and service issues by generating reports, analyzing data to identify trends, and making recommendations for improvement. Contribute to team effort by accomplishing related results, as needed. Actively support the achievement of SCAN's Vision and Goals. Other duties as assigned. Your Qualifications Preferred: Bachelor's degree 5+ years' preferably within healthcare industry. Demonstrated efficiency/effectiveness in an environment with a high call volume; 1+ years of prior experience with Medicare benefits, including Medicare Advantage Plans preferred; Experience in the healthcare, insurance or pharmacy industry highly desirable. Excellent communication skills, both oral and written. Strong interpersonal skills, including excellent verbal communication skills. We seek Rebels who are curious about AI and its power to transform how we operate and serve our members. What's in it for you? Base Pay Range: Work Mode: Remote An 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 Saving Plan with employer match Robust employee recognition program Tuition reimbursement An opportunity to become part of a team that makes a difference to our members and our community every day! We're always looking for talented people to join our team! Qualified applicants are encouraged to apply now! At SCAN we believe that it is our business to improve the state of our world. 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. SCAN is proud to be an Equal Employment Opportunity and Affirmative Action workplace. 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. A background check is required. #LI-JR1 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. 41 CFR 60-1.35(c) Scangroup