How We’ve Changed to Better Serve You
Gladys called SCAN Member Services in tears. Her arthritis was making it too hard and too painful to use the kind of monitor her doctor had prescribed to track her blood sugar levels. A nurse in her doctor’s office ordered another monitor that didn’t require finger pricks, but it was never approved—and the nurse wasn’t helping to find out why. Worried her diabetes would get out of control, 76-year-old Gladys didn’t know what else to do except call SCAN. The timing couldn’t have been better.
Relationships Are Key
Over the past year, we’ve made some big changes to the way our Member Service Advocates (MSAs) work. Our more than 200 MSAs are now better prepared and able to help members get the most from their benefits and healthcare.
Perhaps the biggest change is that we paired a Member Services team with each of our medical groups. These teams receive in-depth training that includes working alongside the medical group staff and learning about the group’s procedures and protocols. So when Gladys called, she was automatically connected with Jessica, one of the MSAs assigned to Gladys’ medical group. Jessica quickly realized what the problem was and, instead of telling Gladys what to do and who to call next, Jessica handled it all.
After speaking with Gladys, Jessica called her medical group contact. Next, she called the medical supplier to confirm the doctor’s order. She even set up a time for the package to be delivered to Gladys at her home. Then, on the delivery date, Jessica called Gladys to confirm the monitor had arrived and that she knew how to use it.
A Gold Standard for Service
SCAN was already known for providing great customer service, but our MSAs wanted to do even more for our members. Taking the lead in working with the medical groups—making those additional phone calls and tracking down information— was one important step. But we also looked to see what companies outside of healthcare were doing and what we could bring to SCAN. As a result, our MSAs were thrilled to work with The Ritz-Carlton Leadership Center, a legendary brand known for its service-oriented culture.
Jackie Jackson
SCAN Member Service Advocate
Here’s what you can expect when you call Member Services:
- To be connected to the right person. If we have your current phone number, you will automatically be connected with a Member Service Advocate who is aligned with your medical group. (If your phone number has changed, be sure to let Member Services know, or update it in your SCAN online account.)
- To be heard. The MSA will listen to your question or concern and, most of the time, be able to answer it right then. Every MSA now has more knowledge, resources and authority to be able to resolve your issue.
- To get an answer. We expect you to have to call us only once to get a concern resolved. More complicated issues may mean the MSA needs to do some research and call you back, but you can be confident that we will be working until there’s a solution—or, if the problem can’t be resolved, to help you understand the reason.
What does it all mean to you and other SCAN members? It doesn’t mean that you will always get the answer you want to hear—or that we won’t ever make a mistake! It does mean that we are willing and able to go the extra mile to save you a few steps. And it means that we will continue to look for ways to improve how we serve you
“I’ve been a SCAN member for years and I’m very satisfied. They are wonderful to work with.” – Stephen D.
