Member Service Representative

Founded in 1977 as the Senior Care Action Network, SCAN began with a simple but radical idea: that older adults deserve to stay healthy and independent. That belief was championed by a group of community activists we still honor today as the “12 Angry Seniors.” Their mission continues to guide everything we do.

Today, SCAN is a nonprofit health organization serving more than 500,000 people across Arizona, California, Nevada, New Mexico, Texas, and Washington, with over $8 billion in annual revenue. With nearly five decades of experience, we have built a distinctive, values-driven platform dedicated to improving care for older adults.

Our work spans Medicare Advantage, fully integrated care models, primary care, care for the most medically and socially complex populations, and next-generation care delivery models. Across all of this, we are united by a shared commitment: combining compassion with discipline, innovation with stewardship, and growth with integrity.

At SCAN, we believe scale should strengthen—not dilute—our mission. We are building the future of care for older adults, grounded in purpose, accountability, and respect for the people and communities we serve.

The Job

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 time while maintaining a professional demeanor.

You Will

• Provide quality customer service by applying SCAN Five Service Principles.
• Educate members, family, providers and caregivers regarding benefits and plan options.
• Accurately explain benefits and plan options in person, via email or telephonically.
• Provide follow-up with members by clarifying the customer’s issue, determining the cause, and identifying and explaining the solution.
• Escalate appropriate member issues to management or other departments as required.
• Consistently meet and/or exceed the departmental standards, including, but not limited to: quality, productivity, and adherence to schedule and attendance.
• Respond 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.
• Take ownership of the issue, focusing on providing solutions and options for member, as necessary through resolution of member issue.
• Increase member satisfaction by following up and resolving member issues, complaints, and questions in an efficient, timely and accurate fashion; coordinate resolution with providers and other departments as needed.
• Participate in member calling projects as assigned by management to support the overall SCAN goal of membership retention.
• Follow policies and procedures and job aids in order to maintain efficient and compliant operations; communicate suggestions for improvement and efficiencies to management; identify and report problems with workflows following proper departmental procedures; actively participate in departmental staff meetings and training sessions.
• 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.
• Document 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.
• Temporarily respond to routine member questions and concerns on specific medical group call queues as part of skill development.
• Contribute to team effort by accomplishing related results as needed.
• Actively support the achievement of SCAN’s Vision and Goals.

Your Qualifications

• 1-2 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 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 Pay Range: $20.00-$21.50
• Work Mode: Remote
• An annual employee bonus program
• 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
• Robust employee recognition program
• Tuition reimbursement
• 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!

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)