Supervisor, MS Concierge - Bilingual

SCAN Health Insurance•California, MO

1d•Remote

About The Position

Founded in 1977 as the Senior Care Action Network, SCAN began with a simple but radical idea: that older adults deserve to stay healthy and independent. That belief was championed by a group of community activists we still honor today as the “12 Angry Seniors.” Their mission continues to guide everything we do. Today, SCAN is a nonprofit health organization serving more than 500,000 people across Arizona, California, Nevada, New Mexico, Texas, and Washington, with over $8 billion in annual revenue. With nearly five decades of experience, we have built a distinctive, values-driven platform dedicated to improving care for older adults. Our work spans Medicare Advantage, fully integrated care models, primary care, care for the most medically and socially complex populations, and next-generation care delivery models. Across all of this, we are united by a shared commitment: combining compassion with discipline, innovation with stewardship, and growth with integrity. At SCAN, we believe scale should strengthen—not dilute—our mission. We are building the future of care for older adults, grounded in purpose, accountability, and respect for the people and communities we serve. Supervisor, MS Concierge Bilingual Required Mandarin & Cantonese Location: Mostly Remote The job Through alignment of values and SCAN's member centric customer service philosophy, this position is responsible for managing Concierge Teams in the delivery of highly effective and efficient Member resolutions in pursuit of Member Satisfaction. You will Responsible for managing multiple Concierge Teams and their assigned PMG Groups. Responsible for maintaining business continuity through workforce management and contingency planning, including acting as back-up for Concierge staffing needs. Monitor and manage call volumes in order to effectively flex and adjust staffing needs in case of call surges. Provide oversight to ensure that customer service standards are achieved including response times, productivity, and call quality. Ensure department policies, procedures, and job aids are consistently followed. Responsible for analyzing data and trends received from Concierge in order to determine service gaps, if any, and deliver feedback to Concierge, Concierge and cross-functional internal departments. Participate in the interviewing, training, auditing, coaching and providing feedback to staff. Provide personal growth opportunities for Concierge team. Follow all appropriate Federal and State regulatory requirements and guidelines applicable to SCAN Health Plan operations, as documented in company policies and procedures. Follow all HIPAA requirements. Maintain professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; and participating in professional societies. Resolve escalated member issues and maintain contacts and relationships within SCAN and with our PMG partners. Supervises/Manages Others (i.e. hires, performance reviews, corrective action, etc.) All other duties as assigned. We seek Rebels who are curious about AI and its power to transform how we operate and serve our members.

Requirements

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.
Basic skills to develop others
Basic problem-solving skills
Good communication and interpersonal skills
Ability to deal with ambiguity, while working cross-functionally and collaboratively across the organization; Seeks to build trust, respect and credibility with all partners through full, honest, consistent, and coordinated communication.
Ability to research, analyze and resolve member issues independently, while demonstrating compassion and responsiveness; Strong analytical and critical thinking skills, required.
Demonstrated time management and priority setting skills; ability to multi-task and manage the changing needs of the members;
Strong organizational skills;
Ability to multitask.
Ability to effectively present information and respond to questions from members, PMGs, peers and management;
Strong interpersonal skills, including excellent written and verbal communication skills;
The ability to speak using clear and professional language and answer telephone using appropriate etiquette.
Ability to work in a fast-paced environment with changing priorities, while maintaining a calm demeanor.
Technologically savvy and able to utilize information systems effectively;
Ability to appropriately maintain confidentiality.

Nice To Haves

Experience supervising large teams, preferred.
1+ years of experience in MediCare or HMO setting, preferred.
Bilingual, preferred.
Mandarin & Cantonese

Responsibilities

Managing multiple Concierge Teams and their assigned PMG Groups.
Maintaining business continuity through workforce management and contingency planning, including acting as back-up for Concierge staffing needs.
Monitor and manage call volumes in order to effectively flex and adjust staffing needs in case of call surges.
Provide oversight to ensure that customer service standards are achieved including response times, productivity, and call quality.
Ensure department policies, procedures, and job aids are consistently followed.
Analyzing data and trends received from Concierge in order to determine service gaps, if any, and deliver feedback to Concierge, Concierge and cross-functional internal departments.
Participate in the interviewing, training, auditing, coaching and providing feedback to staff.
Provide personal growth opportunities for Concierge team.
Follow all appropriate Federal and State regulatory requirements and guidelines applicable to SCAN Health Plan operations, as documented in company policies and procedures.
Follow all HIPAA requirements.
Maintain professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; and participating in professional societies.
Resolve escalated member issues and maintain contacts and relationships within SCAN and with our PMG partners.
Supervises/Manages Others (i.e. hires, performance reviews, corrective action, etc.)
All other duties as assigned.

Benefits

Base Pay Range: $ 58,200.00 - $84,143.00
An 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
An opportunity to become part of a team that makes a difference to our members and our community every day!
A competitive compensation and benefits program
An annual employee bonus program
Generous paid-time-off (PTO)
Eleven paid holidays per year
Excellent Retirement Savings program
A work-life balance
An opportunity to become part of a team that makes a difference to our members and our community every day!