Concierge Advocate-Bilingual Required (Cantonese or Mandarin)

The Role

The Concierge Advocate serves as a direct point of contact for members’ questions and concerns. He or she is responsible for taking member calls, as well as making proactive calls, as needed. The Concierge Advocate is a liaison between the member and SCAN’s internal and external stakeholders, advocating for and representing the member as needed to resolve issues and concerns.

Responsibilities

• Front line contact center agent that is responsible for answering our member’s 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.
• Ensure that their members’ issues/questions/concerns are being addressed across the entire SCAN internal and external value chain with timely and effective resolution.
• Drive SCAN’s Concierge customer service philosophy and are critical to ensure member get their healthcare administrative issues / questions resolved in a timely fashion.
• Aid the Team Leads, The Concierge And Associate Concierge, In Managing Their Membership As A Book Of Business.
• Serve Primarily On An In-bound Call Queue Resolving Member’s Questions As They Call SCAN.
• The Remainder Of Their Time Will Be Associated With Other Tasks, Including 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 team huddles to discuss common member issues / trends and the path to 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.
• Follow all HIPAA requirements.

Qualifications

• 1-2+ years 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 get to the heart of the member’s issue.
• Ability to handle large call volume, while providing excellent customer service at all times.
• Demonstrated efficiency/effectiveness in an environment with a high call volume, handling complex calls/ issues.
• Ability to listen, talk and type at the same time.
• Ability to build trust, respect and credibility with all partners through full, honest, consistent, and coordinated communication.
• Demonstrated time management and priority setting skills.
• Strong interpersonal and organizational skills.
• Excellent written and verbal communication skills.
• Ability to multitask and maintain calm demeanor at all times including during highly charged situations.
• Ability to work in an environment where continuous coaching and feedback is the standard practice.
• Ability to appropriately maintain confidentiality.
• Ability to work a flexible schedule that may include second-shift (6am – 8pm) PST.

Benefits

• Base hourly rate: $20.00-$23.00
• An annual employee bonus program
• Robust Wellness Program
• Generous paid-time-off (PTO)
• Eleven paid holidays per year, plus 1 additional floating holiday
• Excellent 401(k) Retirement Saving Plan with employer match
• Robust employee recognition program
• Tuition reimbursement
• A work-life balance
• An opportunity to become part of a team that makes a difference to our members and our community every day!

Pay & Schedule

• Base hourly rate: $20.00-$23.00
• Flexible schedule that may include second-shift (6am – 8pm) PST