project manager

sales support representative

manager

product manager

compliance officer

SCAN Health Plan

SCAN Health Plan is a very good company with great intentions.  The name SCAN stands for Senior Care Action Network.  It was started in the 1970's by a group of senior citizens looking for better health care coverage beyond what could be attained by government-issued Medicare.  Because of the company's mission and focus on providing great service, I have really enjoyed my time here and I can honestly say this was my favorite part of my job.

My typical day starts out prior to 8:00 a.m.  I usually check my e-mails and all correspondence that might have been submitted during the previous night by our large sales staff, which totals above 3,000 sales agents.  I like to do this so I can get an early jump on items that might be awaiting a quick turn-around or considered "PRIORITY".  I have always taken these items upon my immediate task list since I have served as an outside sales person previously and I am very aware of the urgency and strict timeframes these outside sales agents operate under.

My industry is subjected to a different set of timetables compared to almost any other industry.  The number of employees and management staff tends to expand by over 200% for the period known as "Open Enrollment".  Once this period ends on December 7th, the staff and management are minimized considerably.  Therefore, I have a great working rapport with everybody that comes and goes within the company staff ranks throughout the year.

I have really enjoyed "saving the day" for our sales staff and company throughout my tenure.  Because of my reliability and ability to provide top-notch assistance to all I have communicated with in my position, I have become the marquee contact person within the department for assistance and finding answers to the most difficult scenarios.

I have learned quite a few important lessons in my role as a Sales Support Representative at SCAN Health Plan.  One of the first lessons I learned was my ability to successfully and quickly master a brand new industry after spending the last ten+ years in the industrial sector.  Because of this lesson, I KNOW I can undertake any responsibility expected of me and perform at the highest level imaginable. 

The second lesson I would like to describe is my realization of whatever we choose to do in business. . .the successful ventures and companies all adhere to a major factor: TAKE CARE OF THE CUSTOMERS!!  I say this because whether your business is delivering newspapers, selling product, or taking care of senior citizens, a company is only as good as what the clientele describes you as.  Therefore, always put your best foot forward!

They love to talk about how great they are and all the growth. Well with that growth comes corporate greed. As long as executive management can keep lining their pockets with money and patting themselves on the back then they don't actually care about employees. They love to shove the "we're a family" storyline down everyone's throat and being a 'non-profit' but have been laying off employees and outsourcing so the big wigs can keep padding their bank accounts. What a great way to treat "family". There is so much favoritism. You can be the best employee but if you don't kiss up and stroke managements fragile egos then you will be on their list and they will make your job difficult. Funny to see the cut and paste responses from the company about "culture and values" when the CEO and his cronies don't really care as long as they get richer while the employees pay the price with direct supervisors/managers who only care about feeling important and will ruin your job if you don't play the game. Management is terrible. They run the place however they please while Sachin and the execs keep their blinders on while cashing their checks and feeding the public nonsense about how they care for their employees.

I joined SCAN under the impression it was a nonprofit organization, driven by a mission to serve members and improve their access to care. However, I was surprised to learn that much of the critical member-experience functions/operations are delegated to third-party, for-profit entities, which I feel undermines the nonprofit mission.

Work-life balance was a significant challenge, and it was disheartening to witness resources being allocated inefficiently, often driven by what seemed like hubris. This is especially concerning as I observed a similar expansion strategy fail at the leadership team's previous organization (CareMore).

One of the most troubling aspects of my experience was a breach of trust by senior leadership. After being invited to provide feedback with a promise of anonymity, my thoughts and name were shared without consent, which felt highly unethical. 

While I deeply value the mission of providing equitable and quality healthcare, my experience has underscored the importance of transparency, ethical leadership, and accountability in driving that mission forward.

I would just be very careful about getting hired into the compliance department this is where my trouble began. I loved the customer service department and every single one of its managers and support staff. I was promoted and to this day I wish that I never left to go into the compliance department. It was a totally different animal. The upper management was non-supportive, and I did not receive adequate training for a newly designed role, but I was held to very high standards. I ended up suing the company and winning and although I hated to do it so many people were being harassed and quitting in this department that I had no choice. I am since retired and early retirement, so I am happy for this, also it shed a light on that department and all of the upper management either quit or was terminated. I would definitely recommend this company for employment.

What is the best part of working at the company?
I cannot say enough. This company is a non-profit and is 100% focused on giving back and making a difference. Every team member is appreciated and acknowledge for their contributions to exceeding goals. Zoom calls, meetings, team building events, 1-1 with management is extremely encouraging to be your best in your role. Although Medicare Advantage is a new arena for me regarding our senior population, I am supported every step of the way in the learning process. 

What is the most stressful part about working at the company?
I’m approaching my 6th month of employment and I haven’t experienced stresses from a company standpoint. 

What is the work environment and culture like at the company?
The environment is positive and uplifting. Management is very approachable and contributes to your successes . 

What is a typical day like for you at the company?
I work from home and my role is in the field. I do hold myself accountable for the end of the day wrap up to stay organized.

Hard but rewarding work. Pay is higher than most call center. The  seniors need xtra help but they are mostly kind and easy to work with. The trainers are helpful and don’t disappear after training. The management really tries hard & coworkers don’t always recognize it. I love my job but coworkers can make it hard when they call out or come late. You are monitored closely but I’ve been at other call centers and you’d get fired quick for some of what I’ve seen people do on the regular. Those of us that have been at other call centers and are there to do the job appreciate how the upper management is involved in our department and support us. They have an open door policy and ask for feedback to make it better. They buy lunch when we are busy and take the time to ask what we want and deliver it to us. They bring around coffee, water and snacks when we are busy. I started as a temp and worked hard which they recognized and hired me permanently. This is my second AEP and I hope I’ll have many more with this great company.

I was an Account Executive for the Scan Health Plan. A social hmo for seniors. I would go out to seniors homes and explain our health plan and sign them up to a social hmo that would care for them in their homes in the event of an accident or illness. Putting them and their family at ease. My leads were generated thru Scan. I learned how important it is to have this type of program in place for seniors. At times I would work closely with other reps. Where we would go out to the homes together. My job would become challenging when I would talk with some of the seniors family members. I would need to convince them we can care for their family member at home if necessary. And provide what they need. What I loved most about my job is following up with the seniors at home, and seeing how happy they were to be living at home and being cared for by us.

What is the best part of working at the company?
No more pros, everything is about confusion

What is the most stressful part about working at the company?
Worst company to be part of! Upper management feels distant and more focused on control than support, which sets the tone for everything below. Communication is unclear, and when problems come up it usually turns into blame instead of solutions. The environment is so so toxic, especially when different parts of the business are clashing. Interactions with higher ups can come off as rude, especially when small issues are questioned or when you are expected to explain things that are out of your control. There is constant pressure to respond instantly to everything, even when it does not make sense. People come and go quickly, and it feels like there is always someone replacing someone else. Overall it is a place where you are always on edge and rarely feel supported.

Answered inquiries in regards to benefits, claims, referrals, eligibility and other aspect of plan benefit. 
Answered inquiries from providers regarding benefit interpretation, eligibility issues and other related issues 
Provided excellent customer service – Call Center Environment 
Assisted with Outbound Calling Projects 
Understood and abided by highly regulated Medicare guidelines, policies and procedures
Educated members, family and friends about benefits and different plan options effectively
Increased members retention by following up and resolving members issues, complaints and concerns in a timely manner 
Coordinated resolution with other departments and providers as needed 
Documented transaction and summarizing actions taken in appropriate computer system 
Managed high volume incoming and outgoing healthcare related calls

Started training with 22 co-workers. After training and a few days in, 1/3 of my co-workers quit based on how stressful this job can be. The job itself is extremely stressful and generates a significant amount of tension. A month after training, and many more are quitting. WFM (department in charge of schedules, etc) is extreme. The first meeting with the manager of WFM was a major red flag. The manager let us know there wouldn't be a life/work balance because work is a priority. You are suppose to be able to take bday off, floating holiday, pto etc but it is based on their criteria. (which is understandable) but it draws the line on medical appointments. A lot of ppl are being denied days regardless if they are medical. Then they threaten stating that if you call out it will be an "ocurrence" and if added to 5 you will be fired. Work is work. Forget about personal life.

Top Job Titles	Average Salary
Project manager 6 salaries reported	$119,558 per year
Sales support representative 11 salaries reported	$24.00 per hour
Manager 4 salaries reported	$131,000 per year
Product manager 1 salary reported	$75.00 per hour
Compliance officer 4 salaries reported	$72,488 per year

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