sense of humor - SCAN Health Plan

The “extra mile” is
par for the course at SCAN
A Message from Chris Wing
Several times a month I stop by the Member
Services department. By “stop by,” I mean I sit
with a Member Services Representative and listen to
some calls. I do this so that I can hear first-hand the
types of questions and concerns our members have.
Even after months of doing this, I’m still awestruck
by the quality of service our representatives provide.
They know more about the benefits and services we
offer than I ever will. And they go out of their way
to help our members understand them. Sure, some
of the calls are simple—callers need a new ID card
or want to change primary care doctors. But others
require some legwork. Our representatives talk to
other SCAN departments, contact doctors’ offices,
and make calls to the community—whatever it takes
to give a member a complete answer. Now, it’s not
always the answer the member is looking for, but even
in those cases, our representatives go the extra mile.
The representative I was sitting with last month got
a call from a member who was scheduled to see a
specialist that was too far from home. This member
does not drive, and their benefit plan does not
include transportation. Our representative called
the medical group to try to change the appointment
to a specialist near the member’s home, but the
medical group was unable to do so. The member
needed to keep this appointment—but had no way
to get there. Did our representative give up?
No way. Instead, this representative found a
transportation resource in the member’s community—
and the member was able to keep this important
appointment.
Then, knowing
this member’s
challenges and all
of SCAN’s benefit
plans so well, the rep was able to share other
SCAN options that might better meet the member’s
needs. (Keep in mind that most members can
only switch plans during the Annual Enrollment
Period, although there are some exceptions.)
Now I’m sure you all want to know this representative’s
name so you can call and ask specifically for him/
her! But trust me. Everyone at SCAN shares that
representative’s commitment to not just serving our
members, but supporting them. Our representatives
receive extensive training in SCAN benefits,
of course, and also in how to find community
resources that will help our members get the care
they need. That’s exactly what this representative
did—and that’s what we’ll do for you, too.
With appreciation,
Chris Wing
President & CEO
member services questions answered!
My mother only speaks Korean and I can’t always go to the doctor
with her to translate. Can someone at SCAN help her?
Yes, we can. We know how important it is for members to be able to talk to their doctors and to
understand fully any information and instructions. So we will arrange to have a translator meet
members at their doctor’s appointments. This service is free of charge and includes American Sign
Language translators, too. Just call SCAN Member Services and answer a few easy questions.
It’s best to call as soon as you’ve made your appointment, but at least 48 hours before.
You may already know that when you call our Member Services department we can help in just
about any language. We have dedicated bilingual (English/Spanish) representatives and 176 other
languages at our fingertips. Once a Member Services representative comes on the line, all your
mother needs to do is say her preferred language (“Korean”). The representative will then dial
in our translator service for on-the-phone help. Again, this service is free to our members.
SCAN Member Services
1-800-559-3500
7:00 a.m. to 8:00 p.m., 7 days a week
TTY: 1-800-735-2929
For in-person translation, please call at least 48 hours before the appointment.
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