Embrace CareConnect Advocate

SCAN Group; Long Beach (CA); Remote; Full time

Job summary

SCAN Group, a not-for-profit organization, seeks a CareConnect Agent Advocate to serve as the primary contact for members' inquiries and concerns, offering support through inbound and outbound communications. This mostly remote role emphasizes strong communication and problem-solving skills while promoting a seamless member experience.

Benefits

Annual employee bonus

Wellness program

Generous PTO

401(k) with employer match

Tuition reimbursement

Qualifications

• 2+ years of call center, customer service, concierge, or hospitality experience required.
• Healthcare, insurance, or medical group experience preferred.
• Ability to work a flexible schedule, including second shift PST hours (7am – 9pm).

Responsibilities

• Providing real-time support for member inquiries, ensuring timely resolution.
• Driving SCAN’s Concierge customer service philosophy.
• Managing member cases through outreach and documentation.

Skills

Critical thinking

Problem-solving

Communication

Multitasking

Education

G.E.D/High School diploma

Job description

Get AI-powered advice on this job and more exclusive features.

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 with 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

As a CareConnect Agent Advocate with Embrace, you will be the initial point of contact for members, addressing their inquiries and concerns through inbound and outbound calls. In this remote role, you will assess and respond to non-clinical concerns from members, caregivers, senior living communities, and POAs/loved ones via phone calls, secure messages, EHR communications, and email. You will support care team workflows, streamline communication, and reduce barriers to timely care as part of the 24/7 CareConnect team.

Collaborating with CareConnect RNs, Coordinators, APCs, and PCPs, you will ensure timely issue resolution and advocate for members, enhancing their overall experience. This role requires agility, strong communication skills, critical thinking, and problem-solving abilities to navigate complex situations and ensure members receive the right support at the right time.

Responsibilities include:

• Providing real-time support for member inquiries, ensuring timely, accurate resolution of healthcare-related issues.
• Driving SCAN’s Concierge customer service philosophy for a seamless, member-first experience.
• Working closely with nurses and care teams, escalating clinical matters when necessary, and assisting in non-clinical workflows.
• Managing member cases proactively through outreach, documentation, and issue tracking.
• Handling inbound and supporting outbound calls for follow-ups and ongoing care needs.
• Tracking member concerns to facilitate coordination between internal teams, providers, and partners.
• Ensuring proper handoffs to maintain continuity of care and service.
• Participating in team huddles for trend identification and process improvement.
• Supporting member retention through targeted outreach and engagement campaigns.
• Adhering to all regulatory requirements, including HIPAA and SCAN policies.

We seek Rebels curious about AI and its potential to transform our operations and service delivery. Actively support SCAN’s vision and goals. Other duties as assigned.

Your Qualifications

• G.E.D/High School diploma required.
• 2+ years of call center, customer service, concierge, or hospitality experience required.
• Healthcare, insurance, or medical group experience preferred.
• Strong critical thinking, problem-solving, and multitasking skills.
• Ability to handle high call volume, build trust, and communicate effectively.
• Excellent organizational, interpersonal, and communication skills.
• Ability to work a flexible schedule, including second shift PST hours (7am – 9pm).

What's in it for you?

• Pay: $21.00 per hour
• Mostly remote work mode
• Annual employee bonus, wellness program, generous PTO, 401(k) with employer match, recognition programs, tuition reimbursement, and more.

Qualified applicants are encouraged to apply now! At SCAN, we believe in creating an inclusive workforce and are an Equal Employment Opportunity employer. A background check is required.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Legal

Industries

• Hospitals and Health Care