Remote Member Experience Champion

SCAN Health Insurance; Clifton (TX); Remote; USD 23,000 - 32,000; Full time

Benefits offered by this job

Remote work

Annual bonus program

Wellness program

PTO - 8 holidays + floating holiday +

Birthday off

401(k) with employer match

Employee recognition program

Tuition reimbursement

Job summary

SCAN Health Insurance is seeking a Customer-Focused Member Experience Guide to own inquiries from start to resolution in a remote setting. You will prioritize member needs with empathy, and drive first-call resolution where possible, delivering clear, actionable guidance on benefits and claims.

Ideal candidates have 1+ years in customer service, healthcare exposure, and fluency in English; additional language skills are a plus.

Qualifications

• 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).

Responsibilities

• 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.
• 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.

Skills

Empathy

Compassion

Tenacity

Resolve

English Proficiency

Spanish

Cantonese

Mandarin

Korean

Vietnamese

Education

High School Diploma

Job description

SCAN Health Insurance is seeking a Customer-Focused Member Experience Guide to own inquiries from start to resolution in a remote setting. You will prioritize member needs with empathy, and drive first-call resolution where possible, delivering clear, actionable guidance on benefits and claims.

Ideal candidates have 1+ years in customer service, healthcare exposure, and fluency in English; additional language skills are a plus.