SAL Advocate

About the role

Finds itself within the sprawling landscape of SCAN, a nonprofit health organization founded in 1977, this position serves as a vital link between members and the comprehensive benefits they deserve. Located remotely across Arizona, Nevada, New Mexico, and Washington, the Customer Service Advocate plays a pivotal role in ensuring that members feel valued and informed.

Responsibilities

• 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 times while maintaining a professional demeanor.
• Applies SCAN Five Service Principles to provide quality customer service.
• Educates members, family, providers and caregivers regarding benefits and plan options.
• Accurately explains benefits and plan options in person, via email or telephonically.
• Follows policies and procedures and job aids in order to maintain efficient and compliant operations.
• 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.
• Participates in member calling projects as assigned by management to support the overall SCAN goal of membership retention.
• Contributes to team effort by accomplishing related results as needed.
• Actively supports the achievement of SCAN’s Vision and Goals.

Qualifications

• Ability to maintain calm demeanor at all times, including during highly charged situations.
• Data entry and general computer skills (word processing, e-mail) required.
• Effective communication (oral and written) skills.
• Professional/pleasant telephone manner required.
• Ability to handle large call volume, while providing excellent customer service at all times required.
• Demonstrated efficiency/effectiveness in an environment with a high call volume.

Benefits

• Annual employee bonus program
• Road 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 Saving Plan with employer match
• Road Robust Employee Recognition Program
• Tuition reimbursement

Pay

Base Pay Range: $20.00-$21.50

Schedule

Work Mode: Remote