Member Experience Guide

The job

The Member Experience Guide serves as a trusted partner to our members, owning each interaction from inquiry to resolution with empathy, clarity, and accountability. Guided by a deep sense of Member Obsession, this role puts members first in every decision, ensuring their needs are understood, prioritized, and resolved with urgency and care.

Member Experience Guides embrace a Champion's Mindset, welcoming challenges and persevering until the best possible outcome is achieved. Through courageous problem-solving and a commitment to excellence, this role reduces member effort, strengthens trust, and delivers meaningful experiences that build long-term loyalty.

You will

• 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.

Your 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)

Skills/Abilities

• Empathy - Demonstrates the ability to recognize and validate member emotions, ensuring every interaction feels personal, respectful, and understood.
• Compassion - Transforms empathy into action by proactively working to ease member concerns and improve outcomes.
• Tenacity - Displays persistence and determination, embracing a Champion's Mindset to resolve even the most complex challenges.
• Resolve - Owns outcomes fully, ensuring issues are driven to closure with clear communication and follow-through.

Experience Preferred

• Medicare Advantage, Medicaid, or healthcare experience
• Experience in a provider office, medical group, hospital, or health plan
• Hospitality or high-touch service experience
• Caregiving experience demonstrating compassion and advocacy

Preferred

Fluency in one or more of the following languages in addition to English

• Spanish
• Cantonese
• Mandarin
• Korean
• Vietnamese

We seek Rebels who are curious about AI and its power to transform how we operate and serve our members.

What's in it for you?

• Work mode: Remote
• A quarterly employee bonus program
• Robust Wellness Program
• Generous paid-time-off (PTO)- 8 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
• An opportunity to become part of a team that makes a difference to our members and our community every day!

We're always looking for talented people to join our team! Qualified applicants are encouraged to apply now!

At SCAN we believe that it is our business to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects our community through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more.