Flexible Evening Concierge

Concierge AdvocateFounded 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.Concierge Advocate Location: Mostly Onsite (Long Beach)The jobA concierge advocate is responsible for providing personalized assistance and support to clients or customers, ensuring their needs are met and issues are resolved in a timely and satisfactory manner. They act as a liaison between clients and service providers, offering guidance, recommendations, and solutions to enhance customer experience. Strong communication, problem-solving, and customer service skills are essential for success in this role.You willFront line contact center agent that is responsible for answering our members' questions as they come in through inbound calls from our members or outbound calls they place. Part of a team that is responsible for managing and supporting a specific group of members.Drive SCAN's Concierge customer service philosophy and are critical to ensure members get their healthcare administrative issues /questions resolved in a timely fashion.Serves primarily on an in-bound call queue resolving member's questions as they call SCAN. Following up on pending member issues• Performing research to resolve a member's issue• Performing proactive outreach to members• Performing hand-offs amongst team members regarding resolving member issues• Coordinating issue resolution between internal and external stakeholders.Support the Concierge in owning and maintaining the relationship with internal and external stakeholders. Including understanding process and content knowledge regarding those stakeholders as well as identifying issues and trends to provide feedback to stakeholders.Document interactions with members to update member's records and help track issue resolution.Participate in member calling projects as assigned by management to support the overall SCAN goal of membership retention.Follow all appropriate Federal and State regulatory requirements and guidelines applicable to SCAN Health Plan operations, as documented in company policies and procedures. Actively support the achievement of SCAN's Vision and Goals.We seek Rebels who are curious about AI and its power to transform how we operate and serve our members.Your Qualifications2+ years Call Center, customer service, concierge or hospitality experience requiredExperience in healthcare, insurance, or medical group preferred.Ability to handle large call volume, while always providing excellent customer service. Ability to work in an environment where continuous coaching and feedback is the standard practice. Ability to work a flexible schedule that may include second-shift (7am – 9pm).Base Pay Range: $22.00-$24.00Work Mode: RemoteAn annual employee bonus programRobust Wellness ProgramGenerous paid-time-off (PTO)- 11 paid holidays per year, 1 floating holiday, birthday off, and 2 volunteer daysExcellent 401(k) Retirement Saving Plan with employer matchRobust employee recognition programTuition reimbursementAn 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.