Member Experience Guide - Remote Support Champion

SHPCA SCAN Health Plan; Arizona; Hybrid; USD 23,000 - 32,000; Full time

Benefits offered by this job

Annual bonus

Wellness program

PTO with holidays

401(k) match

Tuition reimbursement

Employee recognition

Job summary

SCAN Health Plan is seeking a Member Experience Guide to support our members with empathy and accountability from inquiry to resolution. This remote role emphasizes a Champion’s Mindset, problem-solving, and a focus on delivering high‑quality service that builds long-term loyalty.

Ideal candidates bring 1+ years in customer service within healthcare or contact centers, and comfort with English communication. Fluency in additional languages is a plus for serving diverse members nationwide.

Qualifications

• High School Diploma or equivalent required.
• 1+ years customer service in contact center/healthcare/hospitality or service environment.
• Experience resolving customer issues across multiple systems and handling high-volume interactions.

Responsibilities

• Connect with empathy and member-first focus to build trust.
• Own end-to-end experience and resolve inquiries with first-call resolution when possible.
• Deliver path-to-yes solutions by applying critical thinking and challenging barriers.
• Translate benefits, claims, and processes into clear, actionable guidance for members.
• Demonstrate tenacity and perseverance through complex situations and escalate when needed.

Skills

Empathy

Compassion

Tenacity

Resolve

Education

High School Diploma or Equivalent

Job description

SCAN Health Plan is seeking a Member Experience Guide to support our members with empathy and accountability from inquiry to resolution. This remote role emphasizes a Champion’s Mindset, problem-solving, and a focus on delivering high‑quality service that builds long-term loyalty.

Ideal candidates bring 1+ years in customer service within healthcare or contact centers, and comfort with English communication. Fluency in additional languages is a plus for serving diverse members nationwide.