Associate Concierge SCAN Health Plan 83 reviews - Long Beach, CA 90806 SCAN Health Plan 83 reviews Read what people are saying about working here. Associate Concierge * Long Beach, CA * Full-time About SCAN Our mission is simple: Keeping Seniors Healthy and Independentthats been our mission for almost 40 years. Rated as one of the top Medicare Advantage plans in California, SCAN Health Plan employees are passionate about what they do. Understanding that success is based on achieving the mission, SCAN employees are afforded with the training and tools necessary to do their jobs and they are rewarded for their efforts and recognized as experts in their fields. Ask anyone who works here and well proudly tell you that SCANs commitment has never wavered. We are as steadfast in our pledge to help our members live healthy and independent lives. The job The Associate Concierge supports the Concierge in owning the end to end experience and relationship for their assigned members. Inconjunction with the Concierge, they are responsible for planning and assigning tasks and providing coaching to the Concierge Advocates to ensure members issues are resolved and that SCANs Concierge customer service philosophy is delivered. You will * Assist in leading a team of advocates that are assigned to their membership book of business. * Ensure that their members issues/questions/concerns are being addressed with timely and effective resolution. * Assist in prioritizing the team's daily/weekly/monthly assignments, including but not limited to reviewing pending member issues and performing proactive outreach to members. * Provide daily coaching and guidance to the team on delivering concierge level service. * Develop and maintain a culture of continuous coaching and improvement to achieve SCANs Concierge customer service goals. * Assist in establishing and coordinating recurring team huddles. * Assist the Concierge in establishing and executing procedures for opening and/or closing. * Meet/exceed appropriate Concierge team success metrics including Strategic, Operational and Regulatory metrics. * May function as a lead to oversee the opening and/or closing of the call center and will direct associates during these times. * Participate in member calling projects ho support SCANs goal of membership retention. * Build and maintaining a strong rapport with stakeholders in order to meet and/or exceed members' needs. Your qualifications * Associates Degree or a comparable combination of education/experience. * 3+ years call center, customer service, concierge or hospitality experience. * Prior experience delivering coaching and feedback required. * Ability to listen, talk and type at the same time. * Ability to build trust, respect and credibility with all partners through full, honest, consistent, and coordinated communication. Demonstrated time management and priority setting skills. * Ability to multi-task and manage the changing needs of the members. * Strong interpersonal skills, including excellent written and verbal communication skills. * Strong organizational skills, analytical, critical thinking skills and ability to appropriately maintain confidentiality. * Able to deal with ambiguity, while working cross-functionally and collaboratively across the organization. Ability to proactively problem solve member concerns with the expectation of closing out member issues in a timely and efficient manner and to member satisfaction. * Ability to research, analyze and resolve member issues independently, while demonstrating compassion and responsiveness. * Ability to effectively present information and respond to questions. * Ability to work in a fast paced environment with changing priorities, while maintaining a calm demeanor. * Ability to effectively coach and provide feedback to others. * Technologically savvy and able to utilize information systems effectively. * Ability to work a flexible schedule that may include second-shift (7am 9pm). Your preferred qualifications * Bachelors Degree. * Experience in healthcare, insurance or medical group. * Bilingual Proficient in English and Spanish. What's in it for you? Qualified employees will receive * A competitive compensation and benefits program * An annual employee bonus program * Generous paid-time-off (PTO) * Ten paid holidays per year * Excellent 403(b) Saving Plan, providing up to 4% match and vesting after three years * Casual attire * A work-life balance and much more! We're always looking for talented people to join our team! Qualified applicants are encouraged to apply now! Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. SCAN Health Plan - 9 hours ago - save job - original job Apply Now Apply On Company Site Save this job