Remote Member Experience Champion

SCAN Health Insurance; Washington (District of Columbia); Remote; USD 25,000 - 30,000; Full time

Benefits offered by this job

Base pay $20/hr

Annual bonus program

Wellness program

Paid time off

401(k) with employer match

Tuition reimbursement

Recognition program

Volunteer days

Job summary

SCAN Health Insurance is seeking a compassionate Customer Service Advocate to join our remote team. You will connect with members, resolve inquiries, and guide them through benefits and claims with a focus on first-contact resolution. The role emphasizes empathy, ownership, and clear communication.

Preferred experience includes Medicare Advantage/healthcare settings, and multilingual abilities. We offer competitive hourly pay, an employee bonus program, robust wellness, PTO, 401(k) with match,

Qualifications

• High School Diploma or Equivalent Experience required.
• 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.
• English reading, writing and spoken proficiency required.

Responsibilities

• Connect with empathy and member-first focus to build trust through active listening.
• Own the end-to-end experience and resolve inquiries, requests, and concerns with first-call resolution when possible.
• Deliver path-to-yes solutions by applying critical thinking and addressing barriers to meet member needs.
• Translate benefits, claims, and processes into simple, actionable guidance for members.
• Demonstrate tenacity by persisting through complex situations and escalating when necessary.
• Provide clear next steps, with proactive communication and follow-up to ensure closure.
• Challenge for better outcomes by identifying process gaps and advocating improvements.
• Contribute to continuous improvement by reducing friction and enhancing service delivery.
• Uphold service excellence by delivering empathetic, high-quality support.

Skills

Empathy

Compassion

Tenacity

Resolve

Education

High School Diploma or Equivalent

Job description

SCAN Health Insurance is seeking a compassionate Customer Service Advocate to join our remote team. You will connect with members, resolve inquiries, and guide them through benefits and claims with a focus on first-contact resolution. The role emphasizes empathy, ownership, and clear communication.

Preferred experience includes Medicare Advantage/healthcare settings, and multilingual abilities. We offer competitive hourly pay, an employee bonus program, robust wellness, PTO, 401(k) with match,