Embrace CareConnect Advocate

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 270,000 members in California, Arizona, and Nevada. SCAN has been a mission-driven organization dedicated to keeping seniors healthy and independent for more than 40 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 with 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

As a CareConnect Agent Advocate with Embrace, you will be the initial point of contact for members, addressing their inquiries and concerns through inbound and outbound calls. In this remote role, you will assess and respond to non-clinical concerns from members, caregivers, senior living communities, and POAs/loved ones through phone calls, secure messages, EHR communications, and email. As part of the 24/7 CareConnect team, you will also serve as a critical part of Embrace's virtual front and back office, supporting care team workflows, streamlining communication, and reducing barriers to timely care.
Collaborating with CareConnect RNs, CareConnect Coordinators (CCCs), Patient Care Coordinators (PCCs), Advanced Practice Clinicians (APCs), and Primary Care Physicians (PCPs), you will ensure timely issue resolution and advocate for members, enhancing their overall experience with Embrace. This role requires agility, strong communication skills, critical thinking, and problem-solving abilities to navigate complex situations and ensure members receive the right support at the right time.

You Will

The 24/7 CareConnect Advocate serves as the frontline contact for Embrace members, handling inbound and outbound calls to address their healthcare-related questions, concerns, and service needs. As part of a dedicated team managing a specific member population, Advocates play a key role in ensuring timely, effective issue resolution across SCAN's internal and external value chain. In addition to direct member interaction, Advocates serve as a virtual front and back office for the Embrace team, supporting day-to-day administrative and care coordination workflows that reduce delays, streamline communication, and ensure operational continuity across the care team, members, POAs, communities, and other partners.

Key Responsibilities:

Provide real-time support for member inquiries, ensuring timely, accurate resolution of healthcare-related administrative and service issues while supporting virtual care team operations.

Drive SCAN's Concierge customer service philosophy, ensuring a seamless, member-first experience through every interaction.

Work closely with nurses and care coordination teams, escalating clinical matters to the RN triage service when necessary, while assisting in the coordination of non-clinical workflows.

Assist team leads, Concierges, and Associate Concierges in managing member cases as a book of business through proactive outreach, documentation, and issue tracking.

Handle inbound call queues while supporting outbound initiatives such as follow-ups, proactive check-ins, and outreach for ongoing care needs-acting as an extension of the care team.

Research, document, and track member concerns to facilitate coordination between internal teams, providers, and external partners, serving as a central communications hub.

Ensure proper handoffs between team members to drive resolution without member frustration, maintaining a high standard of continuity in care and service.

Participate in team huddles to identify trends, common issues, and opportunities for continuous process improvement.

Support member retention efforts through targeted outreach and engagement campaigns that reinforce value and trust in Embrace services.

Adhere to all federal and state regulatory requirements, including HIPAA and SCAN's policies and procedures.

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

Actively support the achievement of SCAN's Vision and Goals.

Other duties as assigned.

Your Qualifications

Required: G.E.D/High School

2+ years Call Center, customer service, concierge or hospitality experience required

Experience in healthcare, insurance, or medical group preferred

Demonstrated critical thinking and problem-solving skills to get to the heart of the members' issues.

Ability to handle large call volume, while always providing excellent customer service. Demonstrated efficiency/effectiveness in an environment with a high call volume, handling complex calls/ issues.

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.

Strong interpersonal and organizational skills.

Excellent written and verbal communication skills.

Ability to always multitask and maintain calm demeanor including during highly charged situations. The ability to work in an environment where continuous coaching and feedback is the standard practice.

Ability to appropriately maintain confidentiality.

Ability to work a flexible schedule that may include second shift (7am - 9pm).

What's in it for you?
* Base Pay Range: $18.99 - $30.38
* Work Mode: Mostly Remote
* 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!

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.