Customer Experience Supervisor-Hybrid (Orange, CA)

Alignment Health • Orange, CA

11d • $58,531 - $87,797 • Hybrid

About The Position

The hybrid Supervisor of our Customer Experience team is responsible for leading and developing a team of Customer Experience Specialists who deliver compassionate, seamless, and fully accountable service to our members. This Hybrid 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. Join our Customer Experience team and play a key leadership role in delivering exceptional service to our members. As a Customer Experience Supervisor, you will lead and develop a team of Customer Experience Specialists who are dedicated to providing compassionate, seamless, and accountable support. This position is part of our 365-day Customer Experience operation and is responsible for fostering a culture centered on caring connections, ownership, and first-call resolution. In this hybrid leadership role, you will model empathy, accountability, and service excellence while driving team performance in quality, service levels, member satisfaction, retention, and employee engagement. You will ensure that team members not only answer member questions but also take full ownership of resolving member needs from start to finish, making healthcare easier, clearer, and more supportive for every member interaction.

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
• 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
• Bilingual (English/Spanish or other prevalent languages in service area)
• Experience in grievance and appeals management

Responsibilities

• Leads a Culture of Caring Connections
• Coaches and develops team members to lead every interaction with empathy, patience, and respect
• Reinforces service behaviors that build trust and emotional connection with older adults, individuals with disabilities and special needs
• Models compassionate leadership and a serving-heart mindset in all interactions
• Drives True Ownership & First Call Resolution
• Instills accountability for end-to-end resolution of member issues
• Monitors and improves first call resolution (FCR) performance and follow-through behaviors
• Ensures Specialists advocate for members, navigate systems effectively, and resolve root causes vs. just surface issues or pass off
• Promotes proactive problem-solving and discourages unnecessary transfers or repeat contacts
• Performance Leadership & Coaching
• Directly supervises a team of Customer Experience Specialists
• Monitors Specialist performance across KPIs including quality, FCR, schedule adherence, productivity, documentation accuracy, member satisfaction, and engagement
• Conducts live call monitoring, coaching, and documented feedback sessions focused on empathy, ownership, and resolution
• Holds monthly 1:1 performance meetings with direct reports and develops individualized documented coaching plans
• Creates and administers performance improvement plans for all direct reports to raise the bar
• Appropriately performance manages including creating documented corrective actions as needed
• Continually recognizes and rewards behaviors that demonstrate accountability and service excellence
• Encourages engagement by leading with words and actions
• Operational Oversight
• Supports Workforce Management to Oversee daily workflow, queue management, and ensures assignment distribution follows WFM process to ensure service level targets achieved
• Ensures Specialists respond within established service levels while maintaining quality and empathy standards
• Timely tracks and approves timecards; monitors schedule adherence and attendance meeting required deadlines
• Collaborates with leadership to align staffing capacity with business needs
• Serves as weekend coverage point of contact on rotation schedule with shift flexibility
• Subject Matter Expertise
• Serves as a subject matter expert in Medicare Advantage, benefits, eligibility, provider networks, claims, grievances, and support services
• Ensures team maintains up-to-date knowledge of policies, procedures, systems, and regulatory requirements
• Supports resolution of escalated member complaints and complex cases, ensuring root cause analysis and systemic improvement
• Quality & Documentation Oversight
• Ensures accurate, timely, and thorough documentation of all member interactions
• Analyzes call trends, grievances, disenrollment drivers, and repeat contact data to identify coaching and process improvement opportunities
• Partners with Quality and Compliance teams to uphold HIPAA, privacy, and regulatory standards
• Talent Development & Engagement
• Conducts interviews and participates in hiring decisions
• Oversees onboarding and training of new Specialists, reinforcing service culture and accountability expectations
• Creates an environment of continuous coaching, learning, and psychological safety
• Promotes team engagement, resilience, and professional growth
• Continuous Improvement & Accountability
• Identifies opportunities to improve processes that reduce member effort and repeat calls as well as ways to improve the overall operation
• Drives accountability at all levels by reinforcing clear performance expectations and measurable outcomes
• Prepares performance and operational reports as requested
• Maintains confidentiality and upholds data integrity and security standards
• Directly oversees Customer Experience Specialists in a onsite environment. Carries out supervisory responsibilities in accordance with organizational policies and applicable laws. Responsibilities include hiring, training, planning, assigning and monitoring work, coaching and performance management, rewarding and disciplining employees, addressing complaints, resolving problems, and fostering a high-accountability culture focused on member experience excellence.

Benefits

• Alignment Health is an Equal Opportunity/Affirmative Action Employer. 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED