Supervisor, MS Concierge – Bilingual

Job Description

The Supervisor, MS Concierge position involves: Managing Concierge Teams to effectively resolve member issues and ensure member satisfaction. Overseeing multiple Concierge Teams and their assigned PMG Groups. Maintaining business operations through workforce management and contingency planning, including backup support for Concierge staffing. Monitoring and managing call volumes to adjust staffing levels during call surges. Ensuring customer service standards are met, including response times, productivity, and call quality. Analyzing data and trends from Concierge interactions to identify service gaps and provide feedback. Participating in staff interviewing, training, auditing, coaching, and feedback processes. Providing growth opportunities for the Concierge team members. Ensuring compliance with all relevant Federal and State regulatory guidelines applicable to SCAN Health Plan. Resolving escalated member issues and maintaining relationships with SCAN and PMG partners.

Qualifications

1. Bachelor's Degree or equivalent experience. 2. Minimum of 4 years of customer service experience in a high-volume call center and healthcare setting. 3. At least 1 year of supervisory experience. 4. Experience supervising large teams (preferred). 5. 1+ years of experience in a Medicare or HMO setting (preferred). 6. Bilingual proficiency (preferred). 7. Basic skills in developing others. 8. Basic problem-solving abilities. 9. Ability to handle ambiguity and work collaboratively across the organization. 10. Ability to research, analyze, and independently resolve member issues with compassion and responsiveness. 11. Strong analytical and critical thinking skills. 12. Excellent time management and prioritization skills; ability to manage multiple tasks.

Benefits

- Annual employee bonus program - Robust Wellness Program - Generous paid-time-off (PTO) with 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