Remote Customer Experience, Supervisor

Alignment Health

3d•$58,531 - $87,797•Remote

About The Position

Alignment Health is breaking the mold in conventional health care, committed to serving seniors and those who need it most: the chronically ill and frail. It takes an entire team of passionate and caring people, united in our mission to put the senior first. We have built a team of talented and experienced people who are passionate about transforming the lives of the seniors we serve. In this fast-growing company, you will find ample room for growth and innovation alongside the Alignment Health community. Working at Alignment Health provides an opportunity to do work that really matters, not only changing lives but saving them. Together. The Supervisor, Customer Experience, is responsible for leading and developing a team of Customer Experience Specialists who deliver compassionate, seamless, and fully accountable service to our members. This role champions a culture built on caring connections, true ownership of member issues, and first-call resolution, ensuring that every interaction makes healthcare easier, clearer, and more supportive. The Supervisor leads by example—modeling empathy, accountability, and service excellence—while driving performance outcomes in quality, service level, member satisfaction, retention, and engagement. This leader ensures Specialists answer questions and fully own to resolve member needs end-to-end, reinforcing accountability at every level of the organization.

Requirements

Minimum 3 years of customer service experience in healthcare, insurance, or Medicare Advantage
Minimum 2 years of supervisory or team lead experience in a contact center or member services environment
High School Diploma or GED.
Strong knowledge of Medicare Advantage, Medicare Managed Care, and related regulatory requirements
Demonstrated ability to coach empathy, de-escalation, and service recovery techniques
Proven ability to drive performance in KPIs such as FCR, quality scores, member satisfaction, adherence, and productivity
Ability to interpret data and translate trends into actionable coaching and process improvements
Excellent written and verbal communication skills; ability to communicate complex healthcare information clearly and compassionately
Strong problem-solving and decision-making skills with an ownership mindset
Proficiency in MS Office, CRM systems, and contact center technologies.
Ability to maintain confidentiality and ensure HIPAA compliance in a remote environment

Nice To Haves

Experience leading teams focused on first call resolution and customer experience transformation initiatives
Associate’s or Bachelor’s degree
Bilingual (English/Spanish or other prevalent languages in service area)
Experience in grievance and appeals management