What Is the Brokers as Health Navigators Program?
SCAN Health Plan, one of the nation’s largest not-for-profit Medicare Advantage (MA) plans, is launching a first-of-its-kind initiative called Brokers as Health Navigators. This program equips brokers with specialized training and tools. It transforms them into trusted health advisors who actively support members in achieving their healthcare goals.
The program will launch in Spring 2026. It will roll out across SCAN’s markets in Arizona, Nevada, New Mexico, Texas, and Washington.
A New Model for Medicare Advantage Brokers
Medicare Advantage must continue to prove its value — not just financially, but clinically and experientially. That is the view of Dr. Sachin H. Jain, CEO of SCAN Group and SCAN Health Plan.
“Many of the best brokers already act as trusted advisors,” said Dr. Jain. “They guide members well beyond the enrollment stage. This program builds on that foundation. It enables more brokers to help members access care and complete preventive services.
Why SCAN Is Redefining the Broker’s Role
Older adults — especially those with complex health needs — consistently want human guidance. Technology can handle transactional enrollment tasks. However, it cannot replace trusted personal relationships.
SCAN recognizes this gap. Consequently, the organization is formalizing the broker’s role in member engagement. Through this program, brokers move beyond sales and into active health support. They help members navigate their benefits and access the care they need.
The Case for Human-Centered Healthcare Navigation
Research shows that older adults respond better to personal outreach than digital prompts. Moreover, brokers already have established relationships with members. Therefore, they are uniquely positioned to drive better health outcomes. SCAN is building on this strength by giving brokers the resources and structure to do more.
Three Core Activities Brokers Will Support
During phase one of the program, participating brokers will focus on three key health activities. These activities directly support quality metrics and clinical outcomes.
1. Welcome Call Support
Brokers will educate new members on the importance of completing their SCAN welcome call. In addition, they will help members understand their plan benefits from day one. This early engagement sets a strong foundation for the member’s healthcare journey.
2. Flu Vaccination Outreach
Brokers will encourage members to get their annual flu shot. Furthermore, they will educate members about SCAN-covered benefits related to vaccinations. This simple step can prevent serious illness and reduce hospitalizations among older adults.
3. Annual Wellness Visit Engagement
Brokers will help members understand the value of their annual wellness visit. They will also assist members in scheduling these appointments. Annual wellness visits are a critical tool for early detection and preventive care.
How Brokers Benefit From the Program
Brokers who participate in the program will receive compensation for the additional services they provide. SCAN validates member completion of these activities through encounter and welcome call data. As a result, brokers are rewarded for meaningful, measurable engagement.
“Brokers are at their best when they advise, guide, and stay with their clients,” said Michael Blea, Chief Growth Officer at SCAN Health Plan. “We designed Brokers as Health Navigators based directly on feedback from our broker community.”
A Clear Pathway to Differentiation
Brokers told SCAN they want to deliver more value. They also want to build deeper relationships with their clients. This program gives them a clear pathway to do exactly that. It helps brokers differentiate themselves in a competitive market. Additionally, it strengthens client retention and establishes brokers as long-term health partners — not just enrollment agents.
SCAN’s Broader Mission for Medicare Advantage
Brokers as Health Navigators is also part of SCAN’s broader strategy. The program aims to demonstrate to the Centers for Medicare & Medicaid Services (CMS) the measurable value that brokers bring to Medicare Advantage.
This is a significant step. It signals a shift in how MA plans view the role of brokers — from sales intermediaries to clinical support partners.
Redefining What It Means to Serve Older Adults
“We are grateful to our broker partners for their interest in this initiative,” added Dr. Jain. “This is just the beginning. Together, we can redefine what it means to serve older adults — not just by helping them choose coverage, but by helping them use it well.”
SCAN’s vision is clear. The organization believes that brokers, when properly supported, can close gaps in care, improve health outcomes, and build lasting trust with members. Brokers as Health Navigators is the first step toward making that vision a reality.
