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SCAN Health Plan

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SCAN Health Plan reviews

MS can do a lot better - Member Service Representative SCAN Health Plan Employee Review

1.0
Jul 12, 2026
Member service representative
Recommend
CEO approval
Business Outlook

Pros

Talking to and helping resolve to members issues are the best part of the job.

Cons

Member Services Advocates are treated like second-class employees within this company. We are the lowest-paid roles, yet we’re expected to meet demanding performance metrics with limited support. Management prioritize numbers when training is inadequate, unclear resources, and inconsistent guidance. The audit process is frustrating. It’s easy to fail an audit over minor technicalities, even when you’ve successfully resolved a member’s issue and delivered excellent customer service. The focus often feels more like checking boxes than recognizing meaningful outcomes. Member Services employees are also excluded from many opportunities and company-wide experiences. We never get to participate in CEO meetings, All Team Meetings, company events, or Recharge time offs. Work-life balance is another major concern. Mandatory overtime and weekend schedules are common, yet employees can quickly receive attendance occurrences for being only a few minutes late or for illnesses. The company frequently emphasizes empathy and compassion when serving members, but that same empathy is often missing when it comes to supporting its own employees. There is a significant disconnect between the company’s stated values and the day-to-day experience of those on the front lines. Member Services Advocates deserve better support, clearer expectations, fairer policies, and recognition for the important work they do every day.

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SCAN Health Plan Response
5d
We appreciate your recognition of the important work our Member Services Advocates do every day to support our members and we're sorry to hear about your negative experience. As a mission-driven organization, our employees are at the heart of our service to our members, and we are committed to fostering a workplace where team members feel valued, supported, and empowered to succeed. Regarding your comments about company meetings, we understand how important it is for team members to feel informed and connected. We also recognize that our frontline teams play a critical role in serving members, which means maintaining appropriate coverage must remain a priority. To support both needs, we make many opportunities available for frontline team members to participate in meetings through live streams, recordings, and post-meeting recaps. When live attendance is possible, team members are encouraged to coordinate with their supervisors in advance so we can balance participation with the coverage needed to serve our members when they need us most. We encourage you to contact peoplerelations@scanhealthplan.com with any questions you have.

Explore other reviews about SCAN Health Plan

5.0
Jul 16, 2026
Member service representative
Recommend
CEO approval
Business Outlook

Pros

- The culture fits my working style - Minimum oversight from management - Experienced teammates to learn from - The benefits package is a big pro - Consistent effort receives recognition

Cons

Initial training didn't cover everything I needed in the first few weeks.

2.0
Jul 13, 2026
Anonymous employee
Recommend
CEO approval
Business Outlook

Pros

1. Benefits - pto, holidays, $14/mo for individual insurance 2. Coworkers appear that they always are willing to help 3. The mission and non-profit side

Cons

1. They will string you along if you are a temp and keep saying they will hire you, then fire you. Temps are treated as easily resplaceable and you will be fired with no notice 2. Tons of layoffs of whole or partial departments being outsourced to overseas 3. Loved scan before current CEO. Sorry, but he is asking way too much for the pay 4. Questions to direct manager and other departments have to be submitted through a tracker system 5. Tracking metric system is unrealistic with my job, yet still forced upon us. They reworked the performance goals and it’s impossible to get overachieves now = less of a raise. The raise is hardly 3% most years 6. They are now transitioning back to office at least 3 days a week, making it mandatory if you live within 50 miles, yet hire many out of state workers 7. Hard to get clear guidance - takes a while for managers to respond; outdated job aids 8. Constant turn over with unclear guidance on who to direct questions to. Managers in my department don’t last over two years. 9. Pushing new technology before it’s ready and having AI being forced upon us when our department has no use for it yet.

3
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SCAN Health Plan Response
5d
Thank you for sharing your feedback and for your more than 10 years with SCAN. We understand that this experience has been frustrating, and we want you to know that we value your perspective and are here to support you. As SCAN continues to grow and bring our mission to more seniors across the country, change is a necessary part of that progress. At the same time, we recognize that change can be challenging—especially in a fast-paced environment. Organizational growth, evolving business needs, new technologies, and workplace policies can all create different experiences and viewpoints. We encourage you to speak with your supervisor or contact peoplerelations@scanhealthplan.com with your feedback. We also have an open-door policy at all levels of the organization, so please take advantage of those opportunities as well. Our goal is to continue balancing flexibility, accountability, innovation, and collaboration as we grow, while also supporting our employees and staying focused on the members we serve.
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