Experienced Healthcare Call Center Supervisor - Remote Member Experience Leadership

Join Our Team: Revolutionizing Healthcare for Seniors

At Alignment Health, we're on a mission to transform healthcare for seniors by leveraging cutting-edge technology, innovative care models, and a deep commitment to our serving heart culture. We're seeking an inspiring and customer service-oriented Supervisor of Member Experience to join our team and make a meaningful impact on the lives of our members.

About the Role

As a Supervisor, Member Experience, you'll play a critical role in supporting our member experience associates and leads in providing exceptional service to our members, internal staff, and providers. You'll empower your team to drive excellent performance, bring sustainable business growth, and ensure that our members receive the best possible experience. If you're a seasoned leader with a passion for customer service, healthcare experience, and team development, we want to hear from you!

Key Responsibilities

• Serve as a subject matter expert in healthcare experience and provide guidance to your team on procedures, protocols, benefits, services, and systems.
• Oversee team performance and behavior, providing coaching and feedback to ensure excellent customer service and productivity.
• Monitor and analyze call trends, quality assurance, and agent performance to identify areas for improvement.
• Develop and implement performance improvement plans, written warnings, and other coaching measures as needed.
• Respond to supervisor escalations, CRM requests, and other critical issues in a timely and effective manner.
• Conduct interviews, onboard new hires, and oversee their training and development.
• Prepare performance reports, track time through timecard corrections and approvals, and monitor schedule adherence.
• Maintain confidentiality, uphold standards for privacy, data integrity, and security, and represent the company's mission and values.

Essential Qualifications

To succeed in this role, you'll need:

• A minimum of 3 years' supervisory, lead, or related experience in a call center or customer service environment.
• A high school diploma or general education degree (GED).
• Knowledge of Medicare Managed Care / Medicare Advantage Prescription Drug Plans.
• At least 3 years' customer service experience, with a strong track record of delivering exceptional service.
• Excellent communication, leadership, and motivational skills.

Preferred Qualifications

While not required, the following skills and experience will give you a competitive edge:

• Bilingual English / Spanish skills.
• Experience in a healthcare or insurance industry.
• Previous experience with call center technology and software.

What We Offer

At Alignment Health, we're committed to providing a supportive and inclusive work environment that fosters growth, innovation, and creativity. As a remote team member, you'll enjoy:

• A competitive salary range of $57,000 - $72,000 annually.
• A fully remote work arrangement, allowing you to work from anywhere.
• A comprehensive training program, including paid training during the first 5 weeks.
• Ongoing opportunities for career growth and development.
• A culture that values diversity, equity, and inclusion.
• A range of benefits and perks, including a generous paid time off policy.

Work Environment

As a remote team member, you'll need to:

• Have a dedicated, private workspace that is quiet and free from distractions.
• Have high-speed internet and be able to connect hardwire to a router.
• Be available to work a flexible schedule, including some evenings and weekends.
• Be on camera during training sessions and other critical meetings.

Schedule and Availability

We're looking for someone who is available to work a flexible schedule, including:

• Monday through Friday, with some evenings and weekends required.
• Shifts rotate on a quarterly basis.
• Holidays and some weekends are required, with opportunities to make up time off.
• No time off is permitted during the first 5 weeks of training or during the month of January.

Join Our Team

If you're a motivated and customer service-oriented leader with a passion for healthcare, we want to hear from you! At Alignment Health, we're committed to transforming healthcare for seniors and creating a better future for our members. As a Supervisor, Member Experience, you'll play a critical role in delivering exceptional service and driving business growth. Apply now and join our team of talented professionals who are shaping the future of healthcare!

We're an Equal Opportunity Employer, committed to diversity, equity, and inclusion. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, age, protected veteran status, gender identity, or sexual orientation.