Member Experience Champion (Remote)

SCAN Group; Texas; Remote; USD 23,000 - 32,000; Full time

Benefits offered by this job

Remote work mode

Quarterly bonus program

Wellness program

PTO: 8 holidays, 1 floating, birthday,

401(k) match

Tuition reimbursement

Recognition program

Job summary

SCAN Group seeks a dedicated Member Experience Guide to support our members with empathy, clarity, and accountability from inquiry to resolution. This role emphasizes a Champion's Mindset, delivering first-contact resolutions and guiding members through complex benefits and processes.

With a focus on member obsession, you will navigate multiple systems to ensure timely outcomes, contribute to process improvements, and uphold SCAN’s commitment to compassionate, high-quality service in a remote

Qualifications

• High School Diploma or Equivalent Experience
• 1+ years of customer service in a contact center, healthcare, hospitality, or service-oriented environment
• Experience resolving customer issues, managing multiple systems, and handling high-volume interactions
• Required: English (Read, Write, Spoken)

Responsibilities

• Connect with empathy and member-first focus to build trust.
• Own the end-to-end experience and resolve inquiries at first contact when possible.
• Deliver path-to-yes solutions by applying critical thinking and Courageous Challenge.
• Translate benefits, claims, and processes into simple, actionable guidance so members feel supported.
• Demonstrate tenacity to resolve complex or ambiguous situations and escalate when needed.
• Provide clear next steps and follow-through with proactive communication and follow-up.
• Challenge for better outcomes by identifying gaps and advocating for improvements.

Skills

Empathy

Compassion

Tenacity

Resolve

Education

High School Diploma or Equivalent

Job description

SCAN Group seeks a dedicated Member Experience Guide to support our members with empathy, clarity, and accountability from inquiry to resolution. This role emphasizes a Champion's Mindset, delivering first-contact resolutions and guiding members through complex benefits and processes.

With a focus on member obsession, you will navigate multiple systems to ensure timely outcomes, contribute to process improvements, and uphold SCAN’s commitment to compassionate, high-quality service in a remote