Remote MS Concierge Supervisor: Member Experience Leader

SCAN Group; California (MO); On-site; USD 58,000 - 84,000; Full time

Benefits offered by this job

Base pay range $58k–$84k

Mostly remote work

Annual bonus program

Wellness program

PTO and holidays

401(k) with employer match

Tuition reimbursement

Job summary

SCAN Health Plan is seeking a Supervisor, MS Concierge to lead multiple Concierge Teams in a mostly remote environment. The role ensures efficient member resolutions, staffing continuity, and adherence to service levels while guiding the team to deliver high-quality customer experiences.

Required are a Bachelor's degree and 4+ years in high-volume healthcare customer service with 1+ year of supervision. Preferred are MediCare/HMO experience and bilingual abilities.

Qualifications

• Bachelor's Degree or equivalent experience.
• 4+ years of customer service experience in a high-volume call center and healthcare setting, required.
• 1+ years supervisory experience, required.
• Experience supervising large teams, preferred.
• 1+ years of experience in MediCare or HMO setting, preferred.

Responsibilities

• Manage multiple Concierge Teams and their assigned PMG Groups.
• Maintain business continuity through workforce management and contingency planning.
• Monitor and manage call volumes to adjust staffing during surges.
• Ensure customer service standards, response times, productivity, and call quality.
• Analyze data to identify service gaps and provide feedback to relevant teams.
• Participate in interviewing, training, auditing, and coaching staff.
• Follow HIPAA requirements and applicable regulations.
• Maintain professional knowledge through workshops and publications.
• Resolve escalated member issues and maintain relationships within SCAN and PMG partners.
• supervise / manage others (hiring, performance reviews, etc.).
• All other duties as assigned.

Skills

Customer service

Supervisory experience

Communication skills

Analytical thinking

Time management

Education

Bachelor's degree or equivalent

Job description

SCAN Health Plan is seeking a Supervisor, MS Concierge to lead multiple Concierge Teams in a mostly remote environment. The role ensures efficient member resolutions, staffing continuity, and adherence to service levels while guiding the team to deliver high-quality customer experiences.

Required are a Bachelor's degree and 4+ years in high-volume healthcare customer service with 1+ year of supervision. Preferred are MediCare/HMO experience and bilingual abilities.