Client Service Rep, Call Center - Remote

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.
Member Service Rep
Location: Remote
Serves members by being an advocate and point of contact for member questions and concerns regarding benefits, eligibility, referrals, claims and any other aspects of plan benefits and services. Ensures member satisfaction by providing superior customer service and willingness to help at all time while maintaining a professional demeanor.
Provides quality customer service by apply SCAN Five Service Principles. Provides follow-up with members by clarifying the customer's issue, determining the cause, and identifying and explaining the solution. Consistently meets and/or exceeds the departmental standards, including, but not limited to: quality, productivity, and adherence to schedule and attendance.
Responds appropriately and in a timely fashion to member/internal staff/providers by answering telephonic and written inquiries concerning benefits, eligibility, referrals, claims and all other issues following departmental policies and procedures and job aids. Increases member satisfaction by following up and resolving member issues, complaints, and questions in an efficient, timely and accurate fashion; Participates in member calling projects as assigned by management to support the overall SCAN goal of membership retention.
Follows policies and procedures and job aids in order to maintain efficient and complaint operations; actively participates in departmental staff meetings and training sessions.
Follows all appropriate Federal and State regulatory requirements and guidelines applicable to Scan Health Plan operations, as documented I company policies and procedures. Documents transactions by completing applicable member forms and summarizing actions taken in appropriate computer system and following standards set by the department or by other authorized individuals.
Temporarily responds to routine member questions and concerns on specific medical group call queues as part of skill development.
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.
1-2 years call center or related customer service experience, required.

• Experience in the healthcare, insurance or pharmacy industry high desirable.
• Data entry and general computer skills (word processing, e-mail) required.
• Professional/pleasant telephone manner required.
• Ability to handle large call volume, while providing excellent customer service at all times required.
• Work Mode: Remote

An annual employee bonus 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
Tuition reimbursement
An opportunity to become part of a team that makes a difference to our members and our community every day!

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.