Bilingual Concierge Advocate

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. 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. Our work spans Medicare Advantage, fully integrated care models, primary care, and next-generation care delivery models—all united by a shared commitment to improving care for older adults.

About the role

A concierge advocate provides 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.

As the front-line contact center agent, you will answer inbound calls from members, manage a specific group of members, and ensure their issues, questions, or concerns are addressed across SCAN’s internal and external value chain with timely and effective resolution. You will drive SCAN’s Concierge customer service philosophy and help resolve members' healthcare administrative issues.

Responsibilities

• Serve primarily on an inbound call queue, resolving members' questions as they call SCAN.
• Follow up on pending member issues and perform research to resolve them.
• Perform proactive outreach to members and coordinate issue resolution between internal and external stakeholders.
• Assist team leads, concierge, and associate concierge in managing their membership as a book of business.
• Document interactions with members to update records and track issue resolution.
• Participate in team huddles to discuss common member issues, trends, and paths to resolution.
• Support member calling projects as assigned to aid in membership retention.
• Follow all federal and state regulatory requirements, HIPAA guidelines, and SCAN policies and procedures.
• Actively support SCAN’s vision and goals.
• Other duties as assigned.

Requirements

• 2+ years of call center, customer service, concierge, or hospitality experience required.
• Experience in healthcare, insurance, or a medical group preferred.
• Demonstrated critical thinking and problem-solving skills to address members' issues effectively.
• Ability to handle large call volumes while providing excellent customer service.
• Ability to listen, talk, and type simultaneously.
• Strong interpersonal, organizational, and time management skills.
• Excellent written and verbal communication skills.
• Ability to multitask and maintain composure in highly charged situations.
• Ability to work in an environment with continuous coaching and feedback.
• Ability to maintain confidentiality and work a flexible schedule, including second-shift (7 AM – 9 PM).
• Proficiency in Mandarin, Cantonese, Korean, or Vietnamese.

Benefits

• 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 savings plan with employer match.
• Robust employee recognition program.
• Tuition reimbursement.

Pay

Base pay range: $22.00–$24.00 per hour.

Schedule

Remote work mode. Flexible schedule that may include second-shift (7 AM – 9 PM).