Remote Member Experience Advocate

SHPCA SCAN Health Plan; California; Hybrid; USD 28,000 - 34,000; Full time

Benefits offered by this job

Annual bonus program

Wellness program

Generous PTO

401(k) with employer match

Tuition reimbursement

Remote work

Paid holidays

Job summary

SCAN Health Plan is seeking a remote Member Experience Guide to serve as a trusted partner for our members, guiding inquiries to resolution with empathy and accountability. You will own interactions from inquiry to resolution, prioritizing member needs and delivering clear, actionable guidance.

The role emphasizes a Champion’s Mindset, problem solving, and a commitment to excellence to reduce member effort and build long-term loyalty. Competitive pay and strong benefits accompany the position.

Qualifications

• 1+ years of customer service experience in a contact center, healthcare, hospitality, or service-oriented environment.
• Required: English (Read, Write, Spoken)

Responsibilities

• Build trust through active listening and prioritizing the member’s needs in every interaction.
• Take full accountability for resolving inquiries, requests, and concerns, navigating systems and teams to achieve first-call resolution when possible.
• Translate benefits, claims, and processes into simple, actionable guidance for members.
• Persist through complex situations and escalate when needed to ensure resolution.
• Take ownership with clear communication and follow-up to ensure closure.

Skills

Customer service

English proficiency

Education

High School Diploma or Equivalent

Job description

SCAN Health Plan is seeking a remote Member Experience Guide to serve as a trusted partner for our members, guiding inquiries to resolution with empathy and accountability. You will own interactions from inquiry to resolution, prioritizing member needs and delivering clear, actionable guidance.

The role emphasizes a Champion’s Mindset, problem solving, and a commitment to excellence to reduce member effort and build long-term loyalty. Competitive pay and strong benefits accompany the position.