Member Experience Guide (Seasonal)

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

Benefits offered by this job

Robust Wellness Program

Excellent 401(k) with employer match

Recognition program

Growth opportunities

Job summary

SCAN Health Plan is seeking a Seasonal Member Experience Guide to support our members remotely across the United States. You will greet members with empathy, listen actively, and guide them from inquiry to resolution with clarity and care.

Own the interaction, pursue first-call resolution where possible, and collaborate with internal teams to remove barriers. Start date 10/19/2026. Requires a high school diploma and 1+ year of customer service experience; base pay is $20 per hour.

Qualifications

• High school diploma or equivalent required.
• 1+ year of customer service experience in a contact center, healthcare, hospitality, or service setting.
• English proficiency: read, write and speak clearly.

Responsibilities

• Connect with empathy and member-first focus in every interaction.
• Own end-to-end interactions and aim for first-call resolution when possible.
• Provide clear next steps and follow-through with proactive communication.
• Translate benefits, claims, and processes into simple guidance for members.
• Collaborate with internal teams to resolve issues and remove barriers.
• Identify opportunities to improve workflows and service delivery.

Skills

Empathy

Compassion

Tenacity

Resolve

Education

High School Diploma or Equivalent

Job description

**Member Experience Guide (Seasonal)**Fully Remote (AZ, NV, TX, NW, WA)Start Date: 10/19/20267 weeks mandator training 8am-4:30pm PSTAfter Training Shift **TBD**Base Hourly Pay Rate: $20.00**The job**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.**You will*** 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 Experience1+ years of customer service experience in a contact center, healthcare, hospitality, or service-oriented environmentExperience resolving customer issues, managing multiple systems, and handling high-volume interactionsRequired: 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 experienceExperience in a provider office, medical group, hospital, or health planHospitality or high-touch service experienceCaregiving experience demonstrating compassion and advocacyPreferred: Fluency in one or more of the following languages in addition to English:o Spanisho Cantoneseo Mandarino Koreano 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?*** Work mode: Remote* Robust Wellness Program* Excellent 401(k) Retirement Saving Plan with employer match* Robust employee recognition program* Opportunity for growth* An opportunity to become part of a team that makes a difference to our members and our community every day!We're always looking for talented people to join our team! Qualified applicants are encouraged to apply now!