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. With nearly five decades of experience, we have built a distinctive, values-driven platform dedicated to improving care for older adults through Medicare Advantage, fully integrated care models, primary care, and next-generation care delivery.

About the role

A 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.

This is a front-line contact center role responsible for answering members’ questions via inbound and outbound calls. You will manage and support a specific group of members, ensuring 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 assist team leads in managing membership as a book of business.

Responsibilities

• Serve primarily on an inbound call queue, resolving members’ questions as they call SCAN.
• Follow up on pending member issues, perform research to resolve concerns, and conduct proactive outreach.
• Coordinate issue resolution between internal and external stakeholders.
• Support the Concierge in maintaining relationships with stakeholders, understanding processes, and identifying trends to provide feedback.
• Document interactions with members to update records and track issue resolution.
• Participate in team huddles to discuss common member issues and trends.
• Engage in member calling projects to support SCAN’s goal of membership retention.
• Follow all federal, state, and HIPAA regulatory requirements applicable to SCAN Health Plan operations.
• Actively support SCAN’s vision and goals.
• Perform other duties as assigned.

Requirements

• 2+ years of call center, customer service, concierge, or hospitality experience required.
• Experience in healthcare, insurance, or medical group preferred.
• Demonstrated critical thinking and problem-solving skills to address member issues.
• Ability to handle large call volumes while providing excellent customer service.
• Demonstrated efficiency in high-volume, complex call environments.
• 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.
• Comfort working in an environment with continuous coaching and feedback.
• Ability to maintain confidentiality.
• Ability to work a flexible schedule, including second-shift (7 AM – 9 PM).

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

Work mode: Mostly onsite (Henderson, Nevada).