Remote Member Experience Champion

SCAN Group; Arizona; Remoto; USD 56.482.000 - 59.237.000; Tempo pieno

Vantaggi offerti da questo lavoro

Base hourly pay: $20.00

Remote work

Annual bonus program

Wellness program

Generous PTO

401(k) with employer match

Employee recognition

Tuition reimbursement

Descrizione del lavoro

SCAN Group in the United States is seeking a Member Experience Guide to serve as a trusted partner to our members, owning each interaction from inquiry to resolution with empathy and accountability. You will prioritize member needs and strive for first-call resolution when possible.

This remote role offers a base hourly pay of $20, an annual bonus program, a robust wellness program, generous PTO, and a 401(k) with employer match.

Competenze

• 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)

Mansioni

• 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-to-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.

Conoscenze

Empathy

Compassion

Tenacity

Resolve

English proficiency

Formazione

High School Diploma

Descrizione del lavoro

SCAN Group in the United States is seeking a Member Experience Guide to serve as a trusted partner to our members, owning each interaction from inquiry to resolution with empathy and accountability. You will prioritize member needs and strive for first-call resolution when possible.

This remote role offers a base hourly pay of $20, an annual bonus program, a robust wellness program, generous PTO, and a 401(k) with employer match.