Supervisor, Embrace CareConnect

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 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.

The Job

As the leader of the Embrace CareConnect 24/7 Call Center team, you will oversee administrative and clinical operations to ensure timely, effective resolution of member inquiries related to benefits, eligibility, referrals, claims, and care coordination. In this remote role, you will manage key relationships with Embrace communities, aligning services to meet their needs while maintaining high service standards and promoting collaboration across administrative and clinical teams. You will lead seamless coordination between CareConnect Coordinators (CCCs), CareConnect RNs, Patient Care Coordinators (PCCs), Advanced Practice Clinicians (APCs), and Primary Care Physicians (PCPs). This position requires agility, strong leadership, and critical thinking to foster a member-first culture, ensure regulatory compliance, and drive continuous improvement in call center operations and community engagement.

You Will

Lead and oversee the Embrace 24/7 CareConnect team, ensuring timely and effective resolution of member inquiries through inbound and outbound calls.

Oversee the CareConnect RN triage role and process, ensuring seamless coordination between call center agents and clinical staff to provide appropriate medical guidance and support.

Maintain business continuity by managing workforce planning, monitoring call volumes, and adjusting staffing in response to demand fluctuations.

Ensure high-quality service delivery, meeting response time, productivity, and resolution benchmarks to support member satisfaction and care coordination.

Identify service gaps and operational trends, using data insights to improve call center performance and streamline workflows.

Collaborate with internal teams, provider groups, and clinical leadership to enhance issue resolution and ensure seamless member support.

Recruit, train, and develop call center agents, providing coaching, feedback, and opportunities for growth.

Manage escalated member issues, maintaining strong relationships with SCAN leadership, clinical teams, and external partners.

Ensure compliance with HIPAA, CMS, and regulatory guidelines, adhering to SCAN's policies and procedures.

Integrate call center operations into the Embrace Business Review framework to track KPI performance, workgroup progress, and adjust timelines as needed.

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

Bachelor's Degree in Business or health-related field of study Required. A comparable combination of education/experience and/or training will be considered equivalent to the education listed above.

4+ years of customer service experience in a high-volume call center and healthcare setting, required.

1+ years supervisory experience, required.

Experience supervising large teams, preferred.

1+ years of experience in MediCare or HMO setting, preferred.

Bilingual, preferred.

What's in it for you?

• Base salary range: $58,200 to $93,100 annually

• Work Mode: Remote

• An 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.