Remote MS Concierge Team Lead

SCAN Health Insurance; United States; Remote; USD 58,000 - 84,000; Full time

Benefits offered by this job

Bonus program

Wellness program

PTO including holidays and floating

Job summary

SCAN Health Insurance seeks a Supervisor, MS Concierge to lead multiple Concierge teams with a member-centric approach. The role focuses on delivering efficient member resolutions and achieving high satisfaction while ensuring adherence to policies and HIPAA requirements.

You will oversee staffing, train and coach staff, monitor performance, and collaborate cross-functionally to meet targets in a mostly remote work environment. A health care background and supervisory experience are essential.

Qualifications

• Bachelor's Degree or equivalent experience.
• 4+ years of customer service in a high-volume call center/healthcare setting.
• 1+ years of supervisory experience.
• Experience supervising large teams preferred.
• 1+ years of Medicare or HMO setting preferred.
• Bilingual preferred.
• Strong problem-solving and communication skills.
• Ability to navigate ambiguity and collaborate cross-functionally.

Responsibilities

• Lead multiple Concierge teams and manage PMG Groups.
• Ensure business continuity through workforce management and contingency planning.
• Monitor call volumes and adjust staffing for surges.
• Oversee service standards: response times, productivity and call quality.
• Analyze data to identify gaps and provide feedback to teams and partners.
• Coach, train and mentor staff; support personal growth opportunities.
• Adhere to HIPAA and other regulatory requirements; maintain confidentiality.

Skills

Customer service

Supervisory experience

Healthcare experience

Bilingual

Communication skills

Analytical thinking

Time management

Education

Bachelor's Degree or equivalent experience

Job description

SCAN Health Insurance seeks a Supervisor, MS Concierge to lead multiple Concierge teams with a member-centric approach. The role focuses on delivering efficient member resolutions and achieving high satisfaction while ensuring adherence to policies and HIPAA requirements.

You will oversee staffing, train and coach staff, monitor performance, and collaborate cross-functionally to meet targets in a mostly remote work environment. A health care background and supervisory experience are essential.