Member Experience Guide

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.
Member Experience Guide
Remote Locations (AZ, NV, TX, WA)
Start Date: 10/19/2026
7 weeks mandator training
Shift TBD after training
Base Hourly Pay Rate: $20.00
The job

The Member Experience Guide serves as a trusted partner to our members, owning each interaction from inquiry to resolution with empathy, clarity, and accountability. Guided by a deep sense of Member Obsession, this role puts members first in every decision, ensuring their needs are understood, prioritized, and resolved with urgency and care. Member Experience Guides embrace a Champion’s Mindset, welcoming challenges and persevering until the best possible outcome is achieved. Through courageous problem-solving and a commitment to excellence, this role reduces member effort, strengthens trust, and delivers meaningful experiences that build long-term loyalty.
You will

- Connect with empathy and member-first focus: Build trust through active listening, acknowledging emotions, and demonstrating Member Obsession by prioritizing the member’s needs in every interaction.

- Own the end-of-end experience: Take full accountability for resolving inquiries, requests, and concerns, navigating systems and teams with a Champion’s Mindset to achieve first-call resolution whenever possible.

- Deliver “path to yes” solutions: Apply critical thinking and Courageous Challenge by seeking solutions beyond the obvious and addressing barriers directly to meet member needs.

- Navigate complexity with clarity and confidence: Translate benefits, claims, and processes into simple, actionable guidance, ensuring members feel supported and informed.

- Demonstrate tenacity and perseverance: Persist through complex or ambiguous situations, exhausting available resources before escalating and maintaining focus until resolution is achieved.

- Provide clear next steps and follow-through: Take ownership with Resolve, set expectations and ensure closure through proactive communication and follow-up.

- Challenge for better outcomes: Use Courageous Challenge to raise concerns, identify process gaps, and advocate for improvements that enhance the member experience.

- Contribute to continuous improvement: Embrace Responsible Disruption by identifying opportunities to improve workflows, reduce friction, and enhance service delivery.

- Uphold service excellence standards: Demonstrate Relentless Leadership in everyday actions by consistently delivering high-quality, empathetic, and effective service.

Your Qualifications

High School Diploma or Equivalent Experience

1+ years of customer service experience in a contact center, healthcare, hospitality, or service-oriented environment

Experience resolving customer issues, managing multiple systems, and handling high-volume interactions
Required: English (Read, Write,