Supervisor, Member Services-SCAN Temp

Supervisor, Member Services-SCAN Temp page is loaded## Supervisor, Member Services-SCAN Templocations : Remote, UStime type : Full timeposted on : Posted Todayjob requisition id : JR1841

• SCAN Group is a not-for-profit organization dedicated to tackling the most pressing issues facing older adults in the United States. SCAN Group is the sole corporate member of SCAN Health Plan, one of the nation’s leading not-for-profit Medicare Advantage plans, serving more than 277,000 members in California, Arizona, Nevada, Texas and New Mexico. SCAN has been a mission-driven organization dedicated to keeping seniors healthy and independent for more than 45 years and is known throughout the healthcare industry and nationally as a leading expert in senior healthcare.
• SCAN employees are a group of talented, passionate professionals who are committed to supporting older adults on their aging journey, while also innovating healthcare for seniors everywhere. Employees are provided in-depth training and access to state-of-the-art tools necessary to do their jobs, as well as development and growth opportunities. SCAN takes great pride in recognizing our team members as experts in their fields and rewarding them for their efforts. If you are interested in becoming part of an organization that is innovating senior healthcare visit www.thescangroup.org, www.scanhealthplan.com, or follow us on LinkedIn, Facebook, and Twitter.
• Job Description :
• This is for a temporary position - 3 to 6 months
• The Job
• Through alignment of values and SCAN's member centric customer service philosophy, this position is responsible for managing Concierge Teams in the delivery of highly effective and efficient Member resolutions in pursuit of Member Satisfaction.
• You Will
• Responsible for managing multiple Concierge Teams and their assigned PMG Groups.
• Responsible for maintaining business continuity through workforce management and contingency planning, including acting as back-up for Concierge staffing needs.
• Monitor and manage call volumes in order to effectively flex and adjust staffing needs in case of call surges.
• Provide oversight to ensure that customer service standards are achieved including response times, productivity, and call quality. Ensure department policies, procedures, and job aids are consistently followed.
• Responsible for analyzing data and trends received from Concierge in order to determine service gaps, if any, and deliver feedback to Concierge, Concierge and cross-functional internal departments.
• Participate in the interviewing, training, auditing, coaching and providing of feedback to staff. Provide personal growth opportunities for Concierge team.
• 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.
• Maintain professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; and participating in professional societies.
• Resolve escalated member issues and maintain contacts and relationships within SCAN and with our PMG partners.
• We seek Rebels who are curious about AI and its power to transform how we operate and serve our members.
• Actively support the achievement of SCAN’s Vision and Goals.
• Other duties as assigned.
• Your qualifications
• Bilingual Requirement (if applicable) : Korean, Mandarin, Cantonese, Vietnamese, Spanish
• Required : Master’s Degree in Business or health-related field of study. Preferred, if applicable : Bachelor’s Degree in Business or health-related field of study.
• A comparable combination of education / experience and / or training will be considered equivalent to the education listed above.
• 4+ years of customer service experience in a high-volume call center and healthcare setting, required.
• 1+ years supervisory experience, required.
• Experience supervising large teams, preferred.
• 1+ years of experience in MediCare or HMO setting, preferred.
• Bilingual, preferred.
• Ability to deal with ambiguity, while working cross-functionally and collaboratively across the organization.
• Ability to research, analyze and resolve member issues independently, while demonstrating compassion and responsiveness.
• Seeks to build trust, respect and credibility with all partners through full, honest, consistent, and coordinated communication.
• Demonstrated time management and priority setting skills; ability to multi-task and manage the changing needs of the members.
• Ability to effectively present information and respond to questions from members, PMGs, peers and management.
• The ability to speak using clear and professional language and answer telephone using appropriate etiquette.
• Ability to work in a fast paced environment with changing priorities, while maintaining a calm demeanor.
• Technologically savvy and able to utilize information systems effectively.
• Strong interpersonal skills, including excellent written and verbal communication skills.
• Strong organizational skills; Ability to multitask.
• Ability to appropriately maintain confidentiality.
• Strong analytical and critical thinking skills, required
• Base Salary range : $34-$36 / hour
• Robust Wellness Program
• Excellent 401(k) Retirement Saving Plan with employer match.
• Remote work
• A work-life balanceAn opportunity to become part of a team that makes a difference to our members and our community every day!We're always looking for talented people to join our team! Qualified applicants are encouraged to apply now!At SCAN we believe that it is our business to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects our community through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more.SCAN is proud to be an Equal Employment Opportunity and Affirmative Action workplace. Individuals seeking employment will receive consideration for employment without regard to race, color, national origin, religion, age, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender perception or identity, age, marital status, disability, protected veteran status or any other status protected by law. A background check is required.
• #LI-JR1
• 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. 41 CFR 60-1.35(c)
• Become part of a mission-driven team that makes a difference in the lives of seniors every day.SCAN has a long history of finding and investing in ways to meet seniors' needs. This focus is what attracts employees to SCAN. For each and every one of us, the SCAN mission is personal.
• Keeping Seniors Healthy and Independent
• is both our mission and our passion.That same commitment carries over to our employees. We provide the training, tools and support necessary to do your work. We reward effort and celebrate success. SCAN both develops and attracts people who are leading experts in their respective

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