Healthcare Call Center Supervisor-Remote

Alignment Health•Remote CA Outside Bay Area, CA

5d•$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, Member Experience is dedicated to helping our members navigate their healthcare by collaborating with our inbound call center and directly overseeing the teams that conduct proactive member outreach. Leads and motivates teams that can anticipate the customer need to “surprise and delight,” and will be held accountable to results in service level, member retention and satisfaction, and measures of member engagement.

Requirements

Minimum 3 years customer service experience in the insurance or healthcare industry.
2+ years lead or supervisory experience.
High School Diploma or GED.
Knowledge of Medicare Managed Care / Medicare Advantage Prescription Drug Plans required
Possess the knowledge in procedures, protocols, benefits, services, systems, and any other necessary information to resolve member issues and inquiries
Ability to communicate positively, professionally and effectively with others; provide leadership, teach and collaborate with others.
Effective written and oral communication skills; ability to establish and maintain a constructive relationship with diverse members, management, employees and vendors;
Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals.
Ability to write routine reports and correspondence.
Ability to speak effectively before groups of customers or employees of the organization.
Ability to add and subtract two-digit numbers and to multiply and divide with 10’s and 100’s. Ability to perform these operations using units of American money and weight measurement, volume, and distance.
Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.
Intermediate knowledge of MS Office
Ability to perform mathematical calculations and calculate simple statistics correctly
None

Nice To Haves

Bilingual (Vietnamese, Korean, Mandarin, or Cantonese) strongly preferred.
Located in Nevada
College education

Responsibilities

Serves as a “subject matter expert” in the health care experience that our members navigate daily for the applicable markets or products in scope
Responsible for oversight of team, including subject matter expertise in applicable markets or products in scope
Monitors and supervises agent performance and behaviors
Devises ways to optimize procedures and keep staff motivated
Oversees distribution of daily assignments, and ensures agent productivity and queue performance
Supports quality assurance: live call monitoring, drop-ins, call trends
Completes monthly performance reports and 1:1 meetings with agents
Drafts recommended performance coaching: Performance Improvement Plans, Written Warnings, etc.
Tracks time through timecard corrections and approvals; monitor schedule adherence and work with management to ensure agent schedules meet capacity and needs of the business
Conducts interviews as assigned by Manager; oversee the onboarding and training process of new hires
Prepares performance reports as requested by management
Maintains confidentiality and upholds standards for privacy, data integrity and security