Member Experience Champion - Remote

SCAN Group; Washington; Remoto; USD 55.104.000 - 60.614.000; Tempo pieno

Vantaggi offerti da questo lavoro

Remote work

Annual bonus program

Wellness program

PTO and holidays

401(k) with employer match

Tuition reimbursement

Descrizione del lavoro

SCAN Group is seeking a dedicated Member Experience Guide to support our members remotely from WA, AZ, NV, TX, NM. You will own inquiries from start to resolution with empathy, ensuring the member’s needs are understood and met promptly.

Join a values-driven nonprofit health organization focused on compassionate care and continuous improvement, offering an annual bonus, robust wellness, PTO, and a strong retirement plan.

Competenze

• High School Diploma or Equivalent Experience.
• 1+ years of customer service experience 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)

Mansioni

• Connect with empathy and member-first focus: Build trust through active listening, acknowledging emotions, and demonstrating Member Obsession by prioritizing the member's needs in every interaction.
• Own the end-to-end experience: Take full accountability for resolving inquiries, requests, and concerns, navigating systems and teams with a Champion's Mindset to achieve first-call resolution whenever possible.
• Deliver "path to yes" solutions: Apply critical thinking and Courageous Challenge by seeking solutions beyond the obvious and addressing barriers directly to meet member needs.
• Navigate complexity with clarity and confidence: Translate benefits, claims, and processes into simple, actionable guidance, ensuring members feel supported and informed.
• Demonstrate tenacity and perseverance: Persist through complex or ambiguous situations, exhausting available resources before escalating and maintaining focus until resolution is achieved.
• Provide clear next steps and follow-through: Take ownership with Resolve, set expectations and ensure closure through proactive communication and follow-up.
• Challenge for better outcomes: Use Courageous Challenge to raise concerns, identify process gaps, and advocate for improvements that enhance the member experience.
• Contribute to continuous improvement: Embrace Responsible Disruption by identifying opportunities to improve workflows, reduce friction, and enhance service delivery.
• Uphold service excellence standards: Demonstrate Relentless Leadership in everyday actions by consistently delivering high-quality, empathetic, and effective service.

Conoscenze

Empathy

Compassion

Tenacity

Resolve

Formazione

High School Diploma

Descrizione del lavoro

SCAN Group is seeking a dedicated Member Experience Guide to support our members remotely from WA, AZ, NV, TX, NM. You will own inquiries from start to resolution with empathy, ensuring the member’s needs are understood and met promptly.

Join a values-driven nonprofit health organization focused on compassionate care and continuous improvement, offering an annual bonus, robust wellness, PTO, and a strong retirement plan.