SCAN Health Plan
SCAN Temp Employee - 2 ( Member Services Advocate)
SCAN Health Plan, Long Beach, California, us, 90899
SCAN Temp Employee - 2 (Member Services Advocate)
Job Category:
Member ServicesRequisition Number:
SCANT006235Posted:
July 15, 2024Employment Type:
Full-TimeLocation
Home Office Arizona, Arizona, USASCAN 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.The jobServes 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.YouProvides quality customer service by applying SCAN Five Service Principles. Educates members, family, providers, and caregivers regarding benefits and plan options.Accurately explains benefits and plan options in person, via email, or telephonically.Provides follow-up with members by clarifying the customer’s issue, determining the cause, and identifying and explaining the solution. Escalates appropriate member issues to management or other departments as required.Consistently meets and/or exceeds the departmental standards, including, but not limited to: quality, productivity, and adherence to schedule and attendance.Responds appropriately and in a timely fashion to member/internal staff/providers by answering telephonic and written inquiries concerning benefits, eligibility, referrals, claims and all other issues following departmental policies and procedures and job aids.Increases member satisfaction by following up and resolving member issues, complaints, and questions in an efficient, timely and accurate fashion; coordinates resolution with providers and other departments as needed.Participates in member calling projects as assigned by management to support the overall SCAN goal of membership retention.Follows policies and procedures and job aids to maintain efficient and compliant operations; communicates suggestions for improvement and efficiencies to management; identifies and reports problems with workflows following proper departmental procedures; actively participates in departmental staff meetings and training sessions.Follows all appropriate Federal and State regulatory requirements and guidelines applicable to SCAN Health Plan operations, as documented in company policies and procedures. Follows all HIPAA requirements.Documents transactions by completing applicable member forms and summarizing actions taken in the appropriate computer system and following standards set by the department or by other authorized individuals.Temporarily responds to routine member questions and concerns on specific medical group call queues as part of skill development.Contributes to team effort by accomplishing related results as needed.Actively supports the achievement of SCAN’s Vision and Goals.Qualifications1-2 years call center or related customer service experience required.1-2 years of prior experience with Medicare benefits, including Medicare Advantage Plans preferred.Experience in the healthcare, insurance, or pharmacy industry is highly desirable.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.What’s in it for you?Base Salary range: $20.00An annual employee bonus programRobust Wellness ProgramGenerous paid-time-off (PTO)Eleven paid holidays per year, plus 1 additional floating holidayExcellent 401(k) Retirement Saving Plan with employer match.Robust employee recognition programA 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.
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Job Category:
Member ServicesRequisition Number:
SCANT006235Posted:
July 15, 2024Employment Type:
Full-TimeLocation
Home Office Arizona, Arizona, USASCAN 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.The jobServes 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.YouProvides quality customer service by applying SCAN Five Service Principles. Educates members, family, providers, and caregivers regarding benefits and plan options.Accurately explains benefits and plan options in person, via email, or telephonically.Provides follow-up with members by clarifying the customer’s issue, determining the cause, and identifying and explaining the solution. Escalates appropriate member issues to management or other departments as required.Consistently meets and/or exceeds the departmental standards, including, but not limited to: quality, productivity, and adherence to schedule and attendance.Responds appropriately and in a timely fashion to member/internal staff/providers by answering telephonic and written inquiries concerning benefits, eligibility, referrals, claims and all other issues following departmental policies and procedures and job aids.Increases member satisfaction by following up and resolving member issues, complaints, and questions in an efficient, timely and accurate fashion; coordinates resolution with providers and other departments as needed.Participates in member calling projects as assigned by management to support the overall SCAN goal of membership retention.Follows policies and procedures and job aids to maintain efficient and compliant operations; communicates suggestions for improvement and efficiencies to management; identifies and reports problems with workflows following proper departmental procedures; actively participates in departmental staff meetings and training sessions.Follows all appropriate Federal and State regulatory requirements and guidelines applicable to SCAN Health Plan operations, as documented in company policies and procedures. Follows all HIPAA requirements.Documents transactions by completing applicable member forms and summarizing actions taken in the appropriate computer system and following standards set by the department or by other authorized individuals.Temporarily responds to routine member questions and concerns on specific medical group call queues as part of skill development.Contributes to team effort by accomplishing related results as needed.Actively supports the achievement of SCAN’s Vision and Goals.Qualifications1-2 years call center or related customer service experience required.1-2 years of prior experience with Medicare benefits, including Medicare Advantage Plans preferred.Experience in the healthcare, insurance, or pharmacy industry is highly desirable.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.What’s in it for you?Base Salary range: $20.00An annual employee bonus programRobust Wellness ProgramGenerous paid-time-off (PTO)Eleven paid holidays per year, plus 1 additional floating holidayExcellent 401(k) Retirement Saving Plan with employer match.Robust employee recognition programA 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.
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