Supervisor, MS Concierge

SHPCA SCAN Health Plan; California (MO); Hybrid; USD 58,200 - 84,143; Full time

Benefits offered by this job

Annual employee bonus program

Robust Wellness Program

Generous paid-time-off (PTO)

401(k) Retirement Saving Plan

Tuition reimbursement

Employee recognition program

Job summary

SHPCA SCAN Health Plan is seeking a Supervisor for MS Concierge teams to manage operations and ensure high member satisfaction. This mostly remote position requires overseeing staff, optimizing service levels, and managing call volumes effectively.

The ideal candidate will have substantial customer service experience, with a strong background in healthcare and supervisory capabilities. Benefits include a competitive salary, remote work options, and comprehensive wellness programs.

Qualifications

• 4+ years of customer service experience in a high volume call center and healthcare setting.
• 1+ years of supervisory experience.
• 1+ years of experience in a Medicare or HMO setting is preferred.
• Bilingual preferred.

Responsibilities

• Manage multiple Concierge Teams and their assigned PMG Groups.
• Ensure customer service standards are achieved.
• Monitor and manage call volumes.
• Analyze data and deliver feedback.
• Supervise/manage others and provide personal growth opportunities.

Skills

Customer service

Problem-solving

Communication

Interpersonal skills

Analytical skills

Time-management

Multitasking

Technologically savvy

Confidentiality

Education

Bachelor’s Degree or equivalent experience

Job description

Supervisor, MS Concierge (Mostly Remote)

We are looking for a highly motivated Supervisor to manage Concierge Teams and ensure member satisfaction.

Responsibilities

• Manage multiple Concierge Teams and their assigned PMG Groups.
• Maintain business continuity through workforce management and contingency planning, including acting as backup for Concierge staffing needs.
• Monitor and manage call volumes to flex and adjust staffing needs to handle call surges.
• Provide oversight to ensure customer service standards (response times, productivity, call quality) are achieved.
• Ensure department policies, procedures, and job aids are consistently followed.
• Analyze data and trends received from Concierge to identify service gaps and deliver feedback to Concierge and cross‑functional internal departments.
• Participate in interviewing, training, auditing, coaching, and providing feedback to staff.
• Provide personal growth opportunities for Concierge team.
• Resolve escalated member issues and maintain relationships within SCAN and with PMG partners.
• Supervise/manage others (hiring, performance reviews, corrective action, etc.)
• Perform any other duties as assigned.

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 of supervisory experience (required). Experience supervising large teams is preferred.
• 1+ years of experience in a Medicare or HMO setting is preferred.
• Bilingual preferred.
• Basic skills for developing others.
• Strong problem‑solving, communication, interpersonal, analytical, critical thinking, time‑management, and priority‑setting skills.
• Ability to deal with ambiguity, work cross‑functionally and collaboratively, and build trust.
• Ability to research, analyze, and resolve member issues independently while demonstrating compassion and responsiveness.
• Strong organizational skills and the ability to multitask in a fast‑paced environment.
• Technologically savvy and able to utilize information systems effectively.
• Ability to maintain confidentiality and comply with HIPAA and other regulatory requirements.

Benefits

• Base Pay Range: $58,200.00 - $84,143.00
• Mostly Remote work mode.
• Annual employee bonus program.
• Robust Wellness Program.
• Generous paid‑time‑off (PTO) – 11 paid holidays per year, 1 floating holiday, birthday off, and 2 volunteer days.
• Excellent 401(k) Retirement Saving Plan with employer match.
• Robust employee recognition program.
• Tuition reimbursement.
• Opportunity to be part of a team that makes a difference to members and community every day.

Equal Opportunity Employer

We are proud to be an Equal Employment Opportunity and affirmative action workplace. Individuals seeking employment will receive consideration for employment without regard to race, color, national origin, religion, age, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender identity or expression, marital status, disability, protected veteran status, or any other status protected by law.

A background check is required.