SAL Advocate

Role Overview

Customer Service Advocate – Remote (AZ, NV, NM, WA). This role serves members as an advocate and point of contact for questions about benefits, eligibility, referrals, claims, and other plan services, ensuring superior customer service and satisfaction.

• Act as primary advocate for members concerning benefits, eligibility, referrals, claims, and service questions.
• Provide superior customer service while maintaining a professional demeanor.
• Apply SCAN Five Service Principles in all interactions.
• Educate members, family, providers, and caregivers regarding benefits and plan options via in‑person, email, or telephone.
• Follow up with members to clarify issues, identify causes, and explain solutions.
• Escalate issues to management or relevant departments as needed.
• Meet departmental standards for quality, productivity, schedule adherence, and attendance.
• Respond promptly to inquiries from members, staff, and providers.
• Own issues, focusing on providing solutions and options to members.
• Increase member satisfaction by resolving complaints and questions efficiently.
• Participate in member‑calling projects to support membership retention.
• Follow policies, procedures, job aids, regulatory requirements, and HIPAA.
• Document transactions in the computer system, summarizing actions taken.
• Respond to routine member questions on specific medical group call queues during skill development.
• Contribute to team efforts and support SCAN’s vision and goals.

• Calm demeanor at all times, including highly charged situations.
• Data entry and general computer skills (word processing, email).
• Effective oral and written communication skills.
• Professional and pleasant telephone manner.
• Capacity to handle high call volume while delivering excellent service.
• Demonstrated efficiency and effectiveness in a high‑volume environment.

• Base pay: $20.00–$21.50 per hour.
• Remote work.
• Annual employee bonus program.
• Robust wellness program.
• Generous paid‑time‑off: 11 paid holidays, 1 floating holiday, birthday off, 2 volunteer days.
• Excellent 401(k) retirement savings plan with employer match.
• Robust employee recognition program.
• Tuition reimbursement.

At SCAN, we are committed to creating an inclusive workforce and provide consideration to all applicants regardless of race, color, national origin, religion, age, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender perception or identity, marital status, disability, protected veteran status, or any other protected status. A background check is required.

The contractor will not discharge or discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Employees with access to compensation information must not disclose that information unless it is in response to a formal complaint or charge, in furtherance of an investigation, or in compliance with the contractor’s legal duty.