Member Experience Guide (Embrace)

SHPCA SCAN Health Plan; Town of Texas (WI); Hybrid; USD 52,349,000 - 63,370,000; Full time

Benefits offered by this job

Remote work

Annual bonus

Wellness program

Paid time off

11 holidays per year

401(k) with employer match

Tuition reimbursement

Job summary

SCAN Health Plan is seeking a remote Member Experience Guide to support members from inquiry to resolution with empathy and accountability. You will own the end-to-end experience, translating complex benefits into clear guidance and resolving issues efficiently in a high-volume environment.

Ideal candidates have 1+ year of customer service in healthcare or service settings, strong empathy and communication, and a collaborative mindset to enhance member satisfaction while navigating multiple

Qualifications

• 1+ years of customer service in a contact center, healthcare, hospitality, or service environment.
• Experience resolving issues across multiple systems with high-volume interactions.
• English reading, writing and speaking skills required.

Responsibilities

• Connect with empathy and member-first focus to build trust.
• Own end-to-end experience, resolving inquiries with first-call resolution when possible.
• Translate benefits and processes into clear, actionable guidance for members.
• Provide proactive follow-up and set clear next steps.
• Collaborate with teams to improve the member experience.

Skills

Empathy

Compassion

Tenacity

Resolve

Active listening

Education

High School Diploma or Equivalent

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.

Member Experience Guide Location: Remote Locations (AZ, NV, TX, WA)

The Member Experience Guide serves as a trusted partner to our members, owning each interaction from inquiry to resolution with empathy, clarity, and accountability. Guided by a deep sense of Member Obsession, this role puts members first in every decision, ensuring their needs are understood, prioritized, and resolved with urgency and care. Member Experience Guides embrace a Champion’s Mindset, welcoming challenges and persevering until the best possible outcome is achieved. Through courageous problem-solving and a commitment to excellence, this role reduces member effort, strengthens trust, and delivers meaningful experiences that build long-term loyalty.

• 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-of-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.

Your Qualifications

• 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) Skills/Abilities

• Empathy – Demonstrates the ability to recognize and validate member emotions, ensuring every interaction feels personal, respectful, and understood.
• Compassion – Transforms empathy into action by proactively working to ease member concerns and improve outcomes.
• Tenacity – Displays persistence and determination, embracing a Champion’s Mindset to resolve even the most complex challenges.
• Resolve – Owns outcomes fully, ensuring issues are driven to closure with clear communication and follow-through.

Experience Preferred

• Medicare Advantage, Medicaid, or healthcare experience
• Experience in a provider office, medical group, hospital, or health plan
• Hospitality or high-touch service experience
• Caregiving experience demonstrating compassion and advocacy

Preferred: Fluency in one or more of the following languages in addition to English

• Spanish
• Cantonese
• Mandarin
• Korean
• Vietnamese

We seek Rebels who are curious about AI and its power to transform how we operate and serve our members.

What’s in it for you?

• Base Hourly Pay Rate: $20.00
• Work Mode: Remote
• An annual employee bonus program
• Robust Wellness Program
• Generous paid‑time‑off (PTO)- 8 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

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 Affidavit Action 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 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).

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. If the SCAN mission is one you believe in too, we invite you to explore the career opportunities at SCAN.

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!