Member Experience Guide: Remote Support Champion

SCAN; Mountain Home (TX); On-site; USD 28,000 - 30,000; Full time

Benefits offered by this job

Remote work

Quarterly bonus

Wellness program

PTO and holidays

401(k) with employer match

Tuition reimbursement

Job summary

SCAN is seeking a Member Experience Guide to serve as a trusted partner for our members, owning each interaction from inquiry to resolution with empathy, clarity, and accountability. Guided by a deep sense of Member Obsession, this role prioritizes member needs and resolves issues with urgency and care.

You will join a nationwide team with 7 weeks of mandatory training, a remote work mode, and potential for growth alongside SCAN’s mission to improve care for older adults.

Qualifications

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

Responsibilities

• Own end-to-end member interactions with empathy, clarity, and accountability.
• Strive for first-call resolution and deliver path-to-yes solutions.
• Translate benefits, claims, and processes into simple guidance for members.
• Maintain proactive communication and follow-up to ensure closure.
• Contribute to continuous improvement and uphold service-excellence standards.

Skills

Empathy

Compassion

Tenacity

Resolve

Education

High School Diploma or equivalent

Job description

SCAN is seeking a Member Experience Guide to serve as a trusted partner for our members, owning each interaction from inquiry to resolution with empathy, clarity, and accountability. Guided by a deep sense of Member Obsession, this role prioritizes member needs and resolves issues with urgency and care.

You will join a nationwide team with 7 weeks of mandatory training, a remote work mode, and potential for growth alongside SCAN’s mission to improve care for older adults.