What are the responsibilities and job description for the Telesales Lead position at SCAN?
Founded in 1977 as the Senior Care Action Network, SCAN began with a simple but radical idea: that older adults deserve to stay healthy and independent. That belief was championed by a group of community activists we still honor today as the “12 Angry Seniors.” Their mission continues to guide everything we do.
Today, SCAN is a nonprofit health organization serving more than 500,000 people across Arizona, California, Nevada, New Mexico, Texas, and Washington, with over $8 billion in annual revenue. With nearly five decades of experience, we have built a distinctive, values-driven platform dedicated to improving care for older adults.
Our work spans Medicare Advantage, fully integrated care models, primary care, care for the most medically and socially complex populations, and next-generation care delivery models. Across all of this, we are united by a shared commitment: combining compassion with discipline, innovation with stewardship, and growth with integrity.
At SCAN, we believe scale should strengthen—not dilute—our mission. We are building the future of care for older adults, grounded in purpose, accountability, and respect for the people and communities we serve.
The Job
The Telesales Team Lead is responsible for supporting the Telesales leaders by assisting Telesales representatives with their daily tasks and functions by answering general insurance related questions about product, CMS compliance, technical systems, and sales techniques. They are responsible for assisting with sales coaching and mentorship by providing in the moment coaching, call listening reviews, as well as planning coaching sessions for individual reps and their teams. Team Leads will also be responsible for assisting with high call volume demands as the need arises. The Team Lead plays a crucial role serving as a leader in the Telesales organization, but without direct reports.
You Will
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.
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)
Today, SCAN is a nonprofit health organization serving more than 500,000 people across Arizona, California, Nevada, New Mexico, Texas, and Washington, with over $8 billion in annual revenue. With nearly five decades of experience, we have built a distinctive, values-driven platform dedicated to improving care for older adults.
Our work spans Medicare Advantage, fully integrated care models, primary care, care for the most medically and socially complex populations, and next-generation care delivery models. Across all of this, we are united by a shared commitment: combining compassion with discipline, innovation with stewardship, and growth with integrity.
At SCAN, we believe scale should strengthen—not dilute—our mission. We are building the future of care for older adults, grounded in purpose, accountability, and respect for the people and communities we serve.
The Job
The Telesales Team Lead is responsible for supporting the Telesales leaders by assisting Telesales representatives with their daily tasks and functions by answering general insurance related questions about product, CMS compliance, technical systems, and sales techniques. They are responsible for assisting with sales coaching and mentorship by providing in the moment coaching, call listening reviews, as well as planning coaching sessions for individual reps and their teams. Team Leads will also be responsible for assisting with high call volume demands as the need arises. The Team Lead plays a crucial role serving as a leader in the Telesales organization, but without direct reports.
You Will
- Perform Manager on Duty responsibilities during standard operating hours, evenings, weekends to ensure team has support to perform their daily functions and a path to escalate issues.
- Assist Manager & Supervisors with sales coaching related to sales techniques and call flow, deliver individual and team training content as needed, and help facilitate team huddles.
- Help triage issues from clients and members when necessary and escalate to the appropriate business partners to ensure timely resolution.
- Perform call monitoring to ensure representatives are maintaining legal and compliance standards, as well as proper usage of our preferred call flow.
- Assist team by monitoring "Teams" chat and answering representative's questions and escalating as needed.
- Use technology to identify areas of strengths and weaknesses within the team and department to help optimize our strategy.
- Provide necessary feedback to leadership regarding staffing needs, operational gaps, and performance management.
- Responsible for providing backup phone coverage during times of high call volume, especially during AEP, where Team Lead may be accountable to a sales goal.
- Responsible for actively supporting all outbound campaigns, for example retention and lead nurturing.
- 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.
- Associate's degree or equivalent experience
- 2 years of related experience (Healthcare)
- Required - Health Insurance Producer License
- Proficient technical skills, including Microsoft Office, Cresta, Connecture
- Base Pay Range: $38.46 per hour
- Work Mode: Mostly Remote
- An annual employee bonus program
- Robust Wellness Program
- Generous paid-time-off (PTO)
- 11 paid holidays per year, plus 1 additional floating holiday
- Excellent 401(k) Retirement Saving Plan with employer match
- Robust employee recognition program
- Tuition reimbursement
- An opportunity to become part of a team that makes a difference to our members and our community every day!
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.
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)
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