Associate Concierge

Associate Concierge

Full-Time

About SCAN

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 270,000 members in California, Arizona, and Nevada. SCAN has been a mission-driven organization dedicated to keeping seniors healthy and independent for more than 40 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.

The job

The Associate Concierge supports the Concierge in owning the end to end experience and relationship for their assigned members. In conjunction with the Concierge, they are responsible for planning and assigning tasks and providing coaching to the Concierge Advocates to ensure member's issues are resolved and that SCAN's Concierge customer service philosophy is delivered. They have authority to make customer-specific decisions on behalf of SCAN and resolve escalated issues.

You will

Support the Concierge in leading a team of advocates that are assigned to their membership book of business. Ensure that their members' issues/questions/concerns are being addressed across the entire SCAN internal and external value chain with timely and effective resolution.

Assist in prioritizing their team's daily/weekly/monthly assignments, including but not limited to:

• Assigning which advocates are on the inbound queue.
• Reviewing pending member issues
• Performing research
• Performing proactive outreach to members
• Overseeing hand-offs amongst team members regarding resolving member issues
• Coordination of issue resolution between internal and external stakeholders.

Provide daily coaching and guidance to their team on delivering concierge level service including handling escalated member issues.

Develop and maintain a culture of continuous coaching and improvement to achieve SCAN's Concierge customer service goals.

Assist the Concierge in establishing and coordinating recurring team huddles and/or meetings (both in person or virtual) to drive frequent communication around:

• Managing the book of business and ensuring member's issues are resolved.
• Best practices around delivering concierge service.
• SCAN-wide Communication / Training / knowledge updates
• Discussing recurring issues / trends that their team identifies associated with internal or external stakeholders, processes, benefits, etc.

Assist the Concierge in establishing and executing opening and/or closing tasks/procedures are performed for their team. E.g.,

• Checking voicemails or emails from members and assigning team members to respond
• Reviewing open issues logs
• Reviewing missed SLA logs
• Reviewing workforce management logs (understanding team PTO and call-outs and assigning tasks and activities accordingly)
• Creating outbound call lists
• Creating Morning / Afternoon / Evening standup agendas and overall daily planning

Responsible for meeting/exceeding appropriate Concierge team success metrics including but not limited to:

• Strategic metrics: member satisfaction ratings, net promoter scores, voice of customer scores
• Operational metrics: productivity scores, quality scores, adherence to schedule and attendance, transfer rates, average handle time, proactive outbound calls
• Regulatory metrics: service levels, average speed to answer, abandonment rates.

May function as a Lead to oversee the opening and/or closing of the call center and will direct associates during these times.

Provide feedback on team to the Concierge Supervisor related to performance and evaluation. Work with Concierge Supervisor and Concierges to create development plans for the teams.

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.

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.

Actively support the achievement of SCAN's Vision and Goals.

Other duties as assigned.

Your qualifications

• Required: Associate's degree
• Preferred, if applicable: Bachelor's degree
• A comparable combination of education/experience and/or training will be considered equivalent to the education listed above.
• 3+ years of call Center, customer service, concierge or hospitality experience required.
• Successful completion of Gap Training.
• 1 year of SCAN Concierge experience required.
• Prior experience delivering coaching, and feedback required. Experience in healthcare, insurance, or medical group preferred.
• Ability to provide exceptional customer service, 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.
• Strong interpersonal skills, including excellent written and verbal communication skills along with the ability to speak using clear and professional language and answer telephone using appropriate etiquette.
• Strong organizational, analytical and critical thinking skills.
• Ability to appropriately maintain confidentiality.
• Ability to deal with ambiguity, while working cross-functionally and collaboratively across the organization.
• Ability to proactively problem solve member concerns with the expectation of closing out issues in a timely and efficient manner and to member satisfaction.
• Ability to research, analyze and resolve member issues independently, while demonstrating compassion and responsiveness.
• Ability to effectively present information and respond to questions from members, PMGs, peers and management.
• Ability to remain flexible in a fast-paced environment with changing priorities, while maintaining a calm demeanor.
• Technologically savvy and able to utilize information systems effectively.
• Ability to work a flexible schedule that may include second shift (7am - 9pm).

What's in it for you?

• Base hourly range: $21.78- $34.86
• 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!

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