• Serve as a direct point of contact for members’ questions and concerns. • Responsible for taking member calls, as well as making proactive calls, as needed. • Liaison between the members and SCAN’s internal and external stakeholders. • Ensure that 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 memberships as a book of business. • Serve primarily on an in-bound call queue resolving member’s questions as they call SCAN. • 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. • Document interactions with members to update member’s records and help track issue resolution.