Remote Member Experience Guide - Seasonal

SCAN Group; Washington; Remote; USD 25,000 - 30,000; Full time

Benefits offered by this job

Remote work

Wellness program

401(k) with employer match

Employee recognition program

Growth opportunities

Team-focused mission

Job summary

SCAN Group is seeking a Seasonal Member Experience Guide to support our members remotely. You will own inquiries from start to resolution, demonstrating empathy, accountability, and a commitment to exceptional service.

The role emphasizes champion problem-solving and first-call resolution whenever possible, within a flexible/weekend-friendly schedule. Successful candidates will have at least 1 year in customer service, strong English skills, and the ability to navigate multiple systems.

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

• 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-of-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.

Skills

Empathy

Compassion

Tenacity

Resolve

Education

High School Diploma or Equivalent Experience

Job description

SCAN Group is seeking a Seasonal Member Experience Guide to support our members remotely. You will own inquiries from start to resolution, demonstrating empathy, accountability, and a commitment to exceptional service.

The role emphasizes champion problem-solving and first-call resolution whenever possible, within a flexible/weekend-friendly schedule. Successful candidates will have at least 1 year in customer service, strong English skills, and the ability to navigate multiple systems.