Director, Member Experience - Specialty Services Operations, BPO, Omnichannel

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 277,000 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.

Job Description:

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 285,000 members in California, Arizona, Nevada, and Texas. 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 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 visitwww.thescangroup.org,www.scanhealthplan.com, or follow us onLinkedIn;Facebook; andTwitter.

The Job

The Director of Specialty Service Operations is a key leadership role responsible for managing and evolving high-impact, non-call center components of our service delivery ecosystem. This role will oversee a diverse portfolio of specialty operations, including outsourced (BPO) service partners, our omnichannel service teams (chat, email, SMS), virtual agent/bot platforms, language-access pods servicing members who speak languages other than English and Spanish, and our in-person service teams. This leader will work cross-functionally with internal stakeholders in Digital, IT, Clinical, Marketing, and Compliance to ensure seamless, high-quality, and culturally appropriate service experiences that align with our mission to support all members in their healthcare journey.

You Will

• Vendor & Partner Oversight: Lead and manage relationships with BPO vendors to ensure performance, quality, and compliance with service level agreements (SLAs) and regulatory standards.
• Omnichannel Strategy & Execution: Drive the development and performance of our digital and written service channels (chat, secure message, email, SMS), ensuring timely, accurate, and member-friendly interactions.
• Conversational AI & Virtual Agents: Oversee the evolution and optimization of virtual agent and chatbot capabilities, working with product and IT teams to expand self-service while improving member experience.
• Language-Access Pods: Manage specialty teams (pods) focused on delivering culturally and linguistically appropriate services for members who speak languages other than English and Spanish.
• In-Person Service Models: Lead the strategy and operations of in-person service delivery channels, such as member centers or pop-up sites, with a focus on access, personalization, and local community connection.
• Team Leadership: Build and lead high-performing, mission-driven teams. Foster a culture of continuous improvement, inclusivity, and service excellence.
• Analytics & Improvement: Use data and member feedback to identify pain points, improve workflows, and elevate the member experience across all specialty service touchpoints.
• Cross-Functional Collaboration: Partner with technology, digital, analytics, compliance, and clinical teams to integrate operations into broader enterprise strategies.
• 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

• Bachler's Degree in Business, Health Administration, or a related field; or equivalent experience preferred.
• 7-10 years of leadership experience in service operations, with direct oversight of specialty or non call center functions.
• Experience managing BPO or vendor operations in a regulated environment (healthcare experience strongly preferred).
• Proven track record driving performance in omnichannel environments and/or virtual agent tools.

What's in it for you?

• Base Pay Range: $147,900 - $214,030; Salary

• 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.

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 contractor's legal duty to furnish information. 41 CFR 60-1.35(c)