Remote Member Experience Guide – Resolving with Empathy

SCAN Health Plan; Nevada; Hybrid; USD 38,000 - 46,000; Full time

Benefits offered by this job

Base hourly pay: $20.00

Remote work

Annual employee bonus program

Wellness program

Generous PTO

8 holidays + 1 floating holiday + paid

Job summary

SCAN Health Plan is seeking a Member Experience Guide who will own interactions from inquiry to resolution with empathy and accountability. This remote role emphasizes a member-first mindset, problem solving, and courageous challenge to deliver the best outcomes and build long-term loyalty.

You will connect with empathy, own the end-to-end experience, and navigate benefits and processes with clear guidance while maintaining high service standards and proactive follow-up.

Qualifications

• High School Diploma or Equivalent Experience required.
• 1+ years of customer service in a contact center, healthcare, hospitality, or service-oriented environment.
• Experience resolving customer issues, managing multiple systems, and handling high-volume interactions.
• English required: Read, Write, and Spoken.

Responsibilities

• Connect with empathy and member-first focus during every interaction.
• Own the end-to-end experience, resolving inquiries and concerns with accountability.
• Deliver path-to-yes solutions by applying critical thinking and proactive problem solving.
• Navigate benefits, claims, and processes with clear, actionable guidance.
• Demonstrate tenacity and perseverance to reach resolution in complex situations.
• Provide clear next steps and follow-through with proactive communication.
• Challenge for better outcomes by identifying gaps and advocating improvements.
• Contribute to continuous improvement by identifying friction points and optimizing workflows.
• Uphold service excellence standards through high-quality, empathetic service.

Skills

Empathy

Compassion

Tenacity

Resolve

Education

High School Diploma or Equivalent

Job description

SCAN Health Plan is seeking a Member Experience Guide who will own interactions from inquiry to resolution with empathy and accountability. This remote role emphasizes a member-first mindset, problem solving, and courageous challenge to deliver the best outcomes and build long-term loyalty.

You will connect with empathy, own the end-to-end experience, and navigate benefits and processes with clear guidance while maintaining high service standards and proactive follow-up.