Remote Member Experience Guide: Champion Care & Resolution

SCAN Health Plan; Austin (TX); On-site; USD 25,000 - 30,000; Full time

Benefits offered by this job

Wellness program

PTO - 8 holidays + floating holiday +

401(k) with employer match

Tuition reimbursement

Employee recognition program

Job summary

SCAN Health Plan is hiring a Member Experience Guide. This remote role focuses on delivering empathetic, accurate service from inquiry through resolution, prioritizing the member’s needs.

You will translate benefits and processes into clear guidance while maintaining accountability and trust. Ideal candidates have a year or more in customer service, a high school diploma, and comfort with healthcare concepts.

Qualifications

• High school diploma or equivalent required.
• 1+ years of customer service in contact center, healthcare, hospitality, or service-oriented environments.
• English proficiency required (read, write, spoken).
• Experience resolving issues, handling high-volume interactions.
• Preferred: Medicare Advantage, Medicaid, or healthcare exposure.

Responsibilities

• Own the end-to-end member interaction, from inquiry to resolution.
• Provide clear, actionable guidance and first-call resolution when possible.
• Navigate benefits, claims, and processes with empathy and accuracy.
• Escalate when needed and communicate next steps with the member.

Skills

Empathy

Compassion

Tenacity

Resolve

Education

High School Diploma or Equivalent

Job description

SCAN Health Plan is hiring a Member Experience Guide. This remote role focuses on delivering empathetic, accurate service from inquiry through resolution, prioritizing the member’s needs.

You will translate benefits and processes into clear guidance while maintaining accountability and trust. Ideal candidates have a year or more in customer service, a high school diploma, and comfort with healthcare concepts.