Bilingual Concierge Advocate

SHPCA SCAN Health Plan; California (MO); Hybrid; USD 30,000 - 33,000; Full time

Benefits offered by this job

Base Pay Range $22–$24 per hour

Remote Work

Annual Bonus

Wellness Program

PTO and holidays

401(k) with match

Employee recognition

Tuition reimbursement

Job summary

SCAN Health Plan is hiring a bilingual concierge advocate for remote work. You will handle inbound/outbound calls, guide members, and coordinate issue resolution across stakeholders.

The role emphasizes empathy, problem solving, and HIPAA compliance, with a focus on retaining members and delivering exceptional service. Applicants should have 2+ years in call center or customer service, experience in healthcare/insurance is a plus, and the ability to listen, speak, and type efficiently.

Qualifications

• 2+ years Call Center, customer service, concierge or hospitality experience required
• Experience in healthcare, insurance, or medical group preferred
• Demonstrated critical thinking and problem-solving skills to resolve issues
• Ability to handle large call volume while delivering excellent service
• Ability to listen, talk and type simultaneously
• Ability to maintain confidentiality and follow HIPAA guidelines

Responsibilities

• Follow up on pending member issues and resolve them promptly
• Research to resolve a member’s issue and provide clear answers
• Proactive outreach to members to ensure satisfaction
• Hand-offs among team members to resolve complex issues
• Coordinate issue resolution between internal and external stakeholders
• Document interactions to update member records
• Participate in team huddles and member calling projects
• Support SCAN’s goal of membership retention and HIPAA compliance

Skills

Communication skills

Call center experience

Customer service

Multitasking

Problem solving

Mandarin

Cantonese

Korean

Vietnamese

Job description

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.

Bilingual Concierge Advocate Required

Mandarin, Cantonese, Korean or Vietnamese. Location: Remote.

The job: A concierge advocate is responsible for providing personalized assistance and support to clients or customers, ensuring their needs are met and issues are resolved in a timely and satisfactory manner. They act as a liaison between clients and service providers, offering guidance, recommendations, and solutions to enhance customer experience. Concierge advocates may also handle reservations, bookings, and special requests, striving to exceed expectations and build long‑term relationships with clients. Strong communication, problem‑solving, and customer service skills are essential for success in this role.

You will be a front‑line contact centre agent responsible for answering our members’ questions as they come in through inbound calls from our members or outbound calls they place. Part of a team that manages and supports a specific group of members, you will ensure that their issues, questions, or concerns are addressed across the entire SCAN internal and external value chain with timely and effective resolution. Drive SCAN’s Concierge customer service philosophy and are critical to ensuring members get their healthcare administrative issues or questions resolved promptly. Assist the team leads, the Concierge and Associate Concierge, in managing their membership as a book of business. Serves primarily on an inbound call queue resolving members’ questions as they call SCAN.

• Following up on pending member issues
• Performing research to resolve a member’s issue
• Performing proactive outreach to members
• Performing hand‑offs amongst team members regarding resolving member issues
• Coordinating issue resolution between internal and external stakeholders

Support the Concierge in owning and maintaining the relationship with internal and external stakeholders. This includes understanding process and content knowledge regarding those stakeholders as well as identifying issues and trends to provide feedback to stakeholders.

Document interactions with members to update members’ records and help track issue resolution. Participate in team huddles to discuss common member issues or trends and the path to resolution. Participate in member calling projects 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. We seek Rebels who are curious about AI and its power to transform how we operate and serve our members.

Your Qualifications

• 2+ years Call Center, customer service, concierge or hospitality experience required
• Experience in healthcare, insurance, or medical group preferred
• Demonstrated critical thinking and problem‑solving skills to get to the heart of the member’s issue
• Ability to handle large call volume, while always providing excellent customer service
• Demonstrated efficiency/effectiveness in an environment with a high call volume, handling complex calls or issues
• Ability to listen, talk and type at the same time
• Ability to build trust, respect and credibility with all partners through full, honest, consistent, and coordinated communication
• Demonstrated time management and priority setting skills
• Strong interpersonal and organizational skills
• Excellent written and verbal communication skills
• Ability to multitask and maintain calm demeanor at all times, including during highly charged situations
• Ability to work in an environment where continuous coaching and feedback is the standard practice
• Ability to appropriately maintain confidentiality
• Ability to work a flexible schedule that may include second‑shift (7am–9pm)

What’s in it for you?

• Base Pay Range: $22.00-$24.00
• 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 are always looking for talented people to join our team!

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 Affiliation 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.

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 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. 41CFR60-1.35(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 fields.

Why consider a career at SCAN?

• A competitive compensation and benefits program;
• An annual employee bonus program;
• Generous paid‑time‑off (PTO);
• Eleven paid holidays per year;
• Excellent Retirement Savings program;
• A work‑life balance;
• And an opportunity to become part of a team that makes a difference to our members and our community every day!