• Define and execute the long-term vision and service model for Customer Experience, aligning support and claims operations to company growth objectives. • Own the annual planning process for CX, identifying strategic priorities, major initiatives, service model evolutions, and investment needs. • Establish the operating framework, governance, and performance standards required to scale a high-quality, multi-channel support organization. • Design and implement AI-powered support delivery mechanisms to improve efficiency and service quality. • Lead, develop, and scale the Customer Experience and Claims org, managing managers, FTEs, vendors, and contractors, and building a strong leadership bench within the team. • Design and implement clear career pathways and succession plans to support long-term organizational health. • Foster a high-performance, accountability-driven culture grounded in service excellence, operational discipline, and continuous improvement. • Stand up and mature critical support operations capabilities - including knowledge management, workforce management, training and enablement, quality assurance, tooling, and reporting infrastructure - to enable efficient, high-quality scale. • Develop robust capacity and volume forecasting models across a multi-channel environment to inform hiring plans, budget decisions, and service targets; evaluate and implement workforce planning technology as complexity grows. • Introduce operational rigor by defining productivity standards, quality benchmarks, and performance management systems that ensure consistency and accountability.

• Design, build, and improve backend and/or full-stack systems that power the AI assistant platform, internal agent tools, and customer self-serve flows • Develop scalable APIs, microservices, and orchestration logic supporting complex post-booking journeys across AI, chat, voice, and web • Partner with product, design, AI, and operations teams to deliver features that streamline customer experiences and enhance agent efficiency • Integrate with external systems such as telephony, CRM, identity, or booking platforms to support both internal use cases and partner deployments • Own features end-to-end — from technical design through implementation, testing, deployment, monitoring, and iteration • Contribute to architectural decisions, code reviews, reliability improvements, and ongoing enhancements to engineering best practices • Analyze system performance and user behavior to identify opportunities for automation, optimization, and cost reduction

Founded in 1977 as the Senior Care Action Network, SCAN began with a simple but radical idea: that older adults deserve to stay healthy and independent. That belief was championed by a group of community activists we still honor today as the “12 Angry Seniors.” Their mission continues to guide everything we do. Today, SCAN is a nonprofit health organization serving more than 500,000 people across Arizona, California, Nevada, New Mexico, Texas, and Washington, with over $8 billion in annual revenue. With nearly five decades of experience, we have built a distinctive, values-driven platform dedicated to improving care for older adults. Our work spans Medicare Advantage, fully integrated care models, primary care, care for the most medically and socially complex populations, and next-generation care delivery models. Across all of this, we are united by a shared commitment: combining compassion with discipline, innovation with stewardship, and growth with integrity. At SCAN, we believe scale should strengthen—not dilute—our mission. We are building the future of care for older adults, grounded in purpose, accountability, and respect for the people and communities we serve. Concierge Advocate – Bilingual Fully Remote The job The Concierge Advocate serves as a direct point of contact for members’ questions and concerns. He or she is responsible for taking member calls, as well as making proactive calls, as needed. The Concierge Advocate is a liaison between the members and SCAN’s internal and external stakeholders, advocating for and representing the member as needed to resolve issues and concerns. You will Front line contact center agent that is responsible for answering our member’s questions as they come in through inbound calls from our members or outbound calls they place. Part of a team that is responsible for managing and supporting a specific group of members. Ensure that their members’ issues/questions/concerns are being addressed across the entire SCAN internal and external value chain with timely and effective resolution. Drive SCAN’s Concierge customer service philosophy and are critical to ensure members get their healthcare administrative issues /questions resolved in a timely fashion. Assist the team leads, the Concierge and Associate Concierge, in managing their membership as a book of business. Serves primarily on an in-bound call queue resolving member’s questions as they call SCAN. The remainder of their time will be associated with other tasks, including: • Following-up on pending member issues • Performing research to resolve a member’s issue • Performing proactive outreach to members • Performing hand-offs amongst team members regarding resolving member issues • Coordinating issue resolution between internal and external stakeholders. Support the Concierge in owning and maintaining the relationship with internal and external stakeholders. Including understanding process and content knowledge regarding those stakeholders as well as identifying issues and trends to provide feedback to stakeholders. Document interactions with members to update member’s records and help track issue resolution. Participate in team huddles to discuss common member issues / trends and the path to resolution. Participate in member calling projects as assigned by management to support the overall SCAN goal of membership retention. Follow all appropriate Federal and State regulatory requirements and guidelines applicable to SCAN Health Plan operations, as documented in company policies and procedures. Follow all HIPAA requirements. Your Qualifications 1-2 years call center or related customer service experience, required. 1-2 years of prior experience with Medicare benefits, including Medicare Advantage Plans preferred. Exp Ability to maintain calm demeanor at all times, including during highly charged situations. Data entry and general computer skills (word processing, e-mail) required. Effective communication (oral and written) skills. Professional/pleasant telephone manner required. Ability to handle large call volume, while providing excellent customer service at all times required. Demonstrated efficiency/effectiveness in an environment with a high call volume. experience in the healthcare, insurance or pharmacy industry high desirable. What's in it for you? - Base Pay Range: $23.00 - Work Mode: 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. #LI-JR1 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)

Customer Service Representative I--------------------------------------------------------------- The Customer Service Representative I is the initial point of contact for members of CareOregon and provides excellent customer service delivery relating to the Oregon Health Plan (OHP), Medicaid or Medicare, Group and Individual Medical, Dental, and Mental Health. This entry level position typically focuses on responding to member inquiries but may also assist with outbound calls. Estimated Hiring Range: $18.45 - $22.55 Bonus Target: Bonus - SIP Target, 5% Annual Current CareOregon Employees: Please use the internal Workday site to submit an application for this job. --------------------------------------------------------------- Essential Responsibilities - Research, verify and resolve inquiries related to Oregon Health Plan (OHP) or Medicare eligibility with guidance from Supervisor and Customer Service Operations Specialists. - Respond and assist members with Primary Care Provider (PCP) assignments. - Learn to collaborate with others within Customer Experience and other CareOregon departments to service the member customers and explain OHP or Medicare benefit coverage; provide additional information about community resources when appropriate. - Collaborate with providers, Division of Medical Assistance Programs (DMAP, and members to ensure effective customer service and the resolution of any health plan issues that arise (e.g., issues with eligibility and systems, etc.). - Use Call Tracking system to document all communications and activities in relation to members, providers and other customers. - Maintain confidentiality for all members. - Coordinate mailing of member materials as needed. - Treat all members with honesty, courtesy, dignity and respect. - Provide members with professional, timely and competent service. - Identify and report any system or process issues; contribute suggestions for improvement. - Consistently meet or exceed CareOregon Customer Experience standards and expectations related to quality, production and attendance. - May assist with outbound calls to Medicaid and Medicare members such as welcome and retention calls. Experience and/or Education Required - Minimum 1 year experience working in customer service or health care Preferred - Work experience in a call center Knowledge, Skills and Abilities Required Skills and Abilities - Ability to learn and apply Oregon Administrative Rules (OARs), Federal laws and other regulatory agencies that relate to the medical health insurance industry and the Medicaid or Medicare industry - Strong computer skills including Microsoft Outlook, Word and Excel - Ability to navigate between multiple documents and internet browsers - Ability to type minimum 35 words per minute preferred - Strong customer service skills - Ability to to interact professionally, patiently and courteously with members in writing and on calls - Strong active-listening skills - Strong written and spoken communication skills - Growing ability to articulate complex issues clearly and understandably - Ability to provide clear and concise information and directions as well as follow instructions - Ability to proactively learn department processes - Ability to commit to continual improvement in quality and productivity - Ability to participate fully and constructively in department meetings - Ability to work in a fast-paced environment and manage multiple tasks - Research, analytical and problem-solving skills - Ability to adhere to a set schedule and maintain excellent attendance - Ability to work effectively with diverse individuals and groups - Ability to learn, focus, understand, and evaluate information and determine appropriate actions - Ability to accept direction and feedback, as well as tolerate and manage stress - Ability to see, read, and perform repetitive finger and wrist movement for at least 6 hours/day - Ability to hear and speak clearly for at least 3-6 hours/day Working Conditions Work Environment(s): ☒ Indoor/Office ☐ Community ☐ Facilities/Security ☐ Outdoor Exposure Member/Patient Facing: ☐ No ☒ Telephonic ☐ In Person Hazards: May include, but not limited to, physical and ergonomic hazards. Equipment: General office equipment Travel: May include occasional required or optional travel outside of the workplace; the employee’s personal vehicle, local transit or other means of transportation may be used. Work Location: Work from home Schedule: Operation hours are 7 days per week, 8:00AM – 8:00PM We offer a strong Total Rewards Program. This includes competitive pay, bonus opportunity, and a comprehensive benefits package. Eligibility for bonuses and benefits is dependent on factors such as the position type and the number of scheduled weekly hours. Benefits-eligible employees qualify for benefits beginning on the first of the month on or after their start date. CareOregon offers medical, dental, vision, life, AD&D, and disability insurance, as well as health savings account, flexible spending account(s), lifestyle spending account, employee assistance program, wellness program, discounts, and multiple supplemental benefits (e.g., voluntary life, critical illness, accident, hospital indemnity, identity theft protection, pre-tax parking, pet insurance, 529 College Savings, etc.). We also offer a strong retirement plan with employer contributions. Benefits-eligible employees accrue PTO and Paid State Sick Time based on hours worked/scheduled hours and the primary work state. Employees may also receive paid holidays, volunteer time, jury duty, bereavement leave, and more, depending on eligibility. Non-benefits eligible employees can enjoy 401(k) contributions, Paid State Sick Time, wellness and employee assistance program benefits, and other perks. Please contact your recruiter for more information. We are an equal opportunity employer CareOregon is an equal opportunity employer.  The organization selects the best individual for the job based upon job related qualifications, regardless of race, color, religion, sexual orientation, national origin, gender, gender identity, gender expression, genetic information, age, veteran status, ancestry, marital status or disability. The organization will make a reasonable accommodation to known physical or mental limitations of a qualified applicant or employee with a disability unless the accommodation will impose an undue hardship on the operation of our organization.