Senior Service Designer - SCAN Temp

SCAN Group is a not-for-profit organization dedicated to tackling the most pressing issues facing older adults in the United States. SCAN Group is the sole corporate member of SCAN Health Plan, one of the nation's leading not-for-profit Medicare Advantage plans, serving more than 277,000 members in California, Arizona, Nevada, Texas and New Mexico. SCAN has been a mission-driven organization dedicated to keeping seniors healthy and independent for more than 45 years and is known throughout the healthcare industry and nationally as a leading expert in senior healthcare.

SCAN employees are a group of talented, passionate professionals who are committed to supporting older adults on their aging journey, while also innovating healthcare for seniors everywhere. Employees are provided in-depth training and access to state-of-the-art tools necessary to do their jobs, as well as development and growth opportunities. SCAN takes great pride in recognizing our team members as experts in their fields and rewarding them for their efforts. If you are interested in becoming part of an organization that is innovating senior healthcare visit www.thescangroup.org, www.scanhealthplan.com, or follow us on LinkedIn, Facebook, and Twitter.

Job Description:

The Job

The Senior Service Designer - SCAN Temp leads strategic projects through the research and experience design phases for SCAN's key constituents including prospects, members, brokers, and/or providers. This role is accountable for research planning and execution, experience design and actionable insights generation for business teams, driving strategic growth, retention and health outcomes. This role owns 3-4 projects concurrently and will facilitate cross-functional workshops and collaborate with both business and IT leaders to define the business opportunity and design concepts to address the opportunity utilizing actionable insights and data.

You Will

• Lead end-to-end service design projectsincluding research planning and execution (as needed), experience design, and phase 1 implementation. Initial focus and deliverables will directly support the development of a unified, multi-channel outreach strategy and improved member experience outcomes.

• Facilitate cross-functional workshopswith business and IT teams to define opportunity statements and co-create solutions based on industry, competitor and user research. Use actionable insights from member data, journey mapping, and stakeholder input to align on priorities and design direction.

• Develop service design artifactssuch as journey maps, experience blueprints, service blueprints, and mockups. These deliverables will visualize current and future state member experiences across all touchpoints, helping to identify gaps and opportunities. Initial scope will focus on SCAN-initiated engagements.

• Build business cases and ROI modelsfor proposed enhancements. For initial project, collaborate with Finance, CXI, and IT to quantify the value of improved communication coordination, reduced outreach duplication, and increased member satisfaction

• Engage with stakeholders across SCAN, including Marketing, Pharmacy, Product, Member Services, and IT. Represent both business and technical perspectives in design discussions, and clearly communicate the rationale behind design decisions through compelling storytelling and presentations

• Synthesize member engagement best practices, based on industry benchmarking and collaboration with key vendor partners

• Leverage rich understanding of tools and technologies and how design and user stories can optimize investments and member experience operations.

• Design and conduct user testing to validate designs and support implementation.

• Champion SCAN's mission and ways of working, maintaining strong working relationships across departments. Encourage open dialogue, shared ownership, and continuous learning throughout the design and implementation process

• May supervise/manage a team in the future

• We seek Rebels who are curious about AI and its power to transform how we operate and serve our members.

• Actively support the achievement of SCAN's Vision and Goals.

• Other duties as assigned.

Your Qualifications

• 7+ years of experience in experience or service design

• Experience with healthcare payers and / or Medicare Advantage preferred

• Bachelor's Degree or equivalent experience

• Graduate or Advanced Degree or equivalent experience preferred

• Technical expertise - Advanced analytical skills

• Problem Solving - Basic problem-solving skills

• Communication - Good communication and interpersonal skills

What's in it for you?

• This is a temporary opportunity for a limited period of time

• Base Pay Range: $71.11 to $102.90 per hour

• Work Mode: Mostly Remote

• Medical Benefits

• Paid Sick Time

• Excellent 401(k) Retirement Saving Plan

• Robust employee recognition program

• 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.

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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)