Workforce Business Support

Role: Workforce Business Support

About SCAN

SCAN Group is a not-for-profit organization dedicated to tackling the most pressing issues facing older adults in the United States. SCAN Group is the sole corporate member of SCAN Health Plan, one of the nation's leading not-for-profit Medicare Advantage plans, serving more than 300,000 members in California, Arizona, Nevada, Texas and New Mexico. SCAN has been a mission-driven organization dedicated to keeping seniors healthy and independent for more than 45 years and is known throughout the healthcare industry and nationally as a leading expert in senior healthcare. SCAN employees are a group of talented, passionate professionals who are committed to supporting older adults on their aging journey, while also innovating healthcare for seniors everywhere. Employees are provided in-depth training and access to state-of-the-art tools necessary to do their jobs, as well as development and growth opportunities. SCAN takes great pride in recognizing our team members as experts in their fields and rewarding them for their efforts. If you are interested in becoming part of an organization that is innovating senior healthcare visit www.thescangroup.org, www.scanhealthplan.com, or follow us on LinkedIn, Facebook, and Twitter.

The Job

Provide excellent customer service for contracted Brokers and SCAN Sales Representatives that call into the Sales Support phone line. Support the contracted Broker community and SCAN Sales Representatives by answering questions regarding eligibility, network, formulary, benefit design, and commissions as well as other related topics or concerns to assist with bringing in more membership.

You Will

• Primary responsibility is contact center queue adherence by Member Services advocates. This requires monitoring various inbound/outbound queues and telephony system channels (voice, text, email, secured message, etc.). After identifying potential non-adherence, this role will follow up with either management or directly with advocates to research situation. Depending upon area of need for a queue and channel, it may partner with WFM (workforce management) team members to assign additional advocates in order to promote service level, enhance member experience, and/or reduce member call abandonment.
• Secondary responsibility will be to utilize available reporting and tools to identify/research potential call or channel avoidance. Confirmed avoidance by an advocate will be escalated to management.
• Beyond the above responsibilities, this role is to serve as a back-up to Workforce Analyst and Workforce Senior Analyst roles as needed. This may include following activities:
• Schedules Member Services staff to ensure appropriate coverage throughout hours of operation. Publishes schedules to team and maintains agent schedules in real-time. Adjust staffing, call delivery and skill as required to achieve optimization.
• Monitors attendance and schedule adherence and adjusts staffing to ensure adequate coverage. Processes staff requests for time-off and schedule adjustments.
• Evaluates and processes all schedule adherence exceptions through the Workforce Management System.
• Schedule and monitor all required training for team. Schedule staff meetings, performance discussions and other off-phone activities.
• Works with IT and workplace services to ensure system access, workspace and equipment requirements are met.
• Follows all appropriate Federal and State regulatory requirements and guidelines applicable to SCAN Health Plan operations, as documented in company policies and procedures. Follows all HIPAA requirements.
• Contributes positively to the department and organization as an individual contributor as well as fostering an environment of "teamwork".
• We seek Rebels who are curious about AI and its power to transform how we operate and serve our members.
• All other duties as assigned.

Your Qualifications

• Bachelor's Degree
• Preferred: 1-2 years or more of workforce management experience preferred.
• Preferred: Call Center experience in an HMO, medical environment, customer service-related field highly desirable.
• Preferred: Experience with WFM software products.
• Preferred: Experience with workforce management products and phone switch monitoring.
• Preferred: Experience in Genesys.
• Problem solving skills.
• Strong communication skills.
• Ability to maintain a calm demeanor at all times.
• Proficient in MS Office, PowerPoint, and Excel.

What's in it for you?

• Base salary range: $23.51 to $33.64/hr
• Work Mode: Mostly Remote
• An annual employee bonus program
• Robust Wellness Program
• Generous paid-time-off (PTO)
• Eleven paid holidays per year, plus 1 floating holiday, plus 1 birthday holiday
• Excellent 401(k) Retirement Saving Plan with employer match and contribution
• 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.

SCAN is 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 perception or identity, age, marital status, disability, protected veteran status or any other status protected by law. A background check is required.

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