Remote Customer Resolution Supervisor

Alignment Health

2d•$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 Remote Customer Resolution Supervisor is responsible for leading a team of frontline Resolution Specialists focused on delivering timely, compassionate, and fully owned resolution of member issues. Reporting to the Manager, Customer Resolution, this role drives daily operational execution while strengthening caring connections, improving case closure turnaround times, and reducing aging inventory. This leader plays a critical role in translating strategic direction into frontline performance—balancing empathy with operational discipline. The Supervisor ensures every member feels heard, supported, and fully resolved while building scalable processes that support continued organizational growth.

Requirements

3+ years of experience in healthcare contact center, member services, grievance, or escalation environments
2+ years of frontline leadership experience managing teams in a compliance-driven setting
Demonstrated success improving turnaround times, closure rates, and operational KPIs
Strong understanding of regulatory and compliance standards with CMS experience preferred
High School diploma with required work experience

Nice To Haves

Medicare Advantage or managed care experience
Experience leading resolution or complex case management teams
Bachelor’s degree in healthcare administration, business, or related field

Responsibilities

Directly lead, coach, and develop Resolution Specialists handling outbound engagement, escalations, and complex member issues
Foster a culture of caring connections, accountability, and ownership of “one connection” mindset
Conduct regular and documented coaching sessions, quality reviews, and performance discussions outlining improvement actions and recognizing success
Drive employee engagement, professional growth, and succession readiness
Partner with the Manager on hiring, onboarding, and corrective action when needed
Oversee daily case management operations to ensure timely and complete resolution of member concerns
Improve case closure turnaround times and reduce unresolved and aging inventory
Monitor individual productivity, quality, and member satisfaction metrics to ensure performance targets are met
Ensure compliance with CMS and regulatory requirements in all resolution activities
Identify and remove operational barriers that delay case resolution
Track, analyze and address team and individual KPIs including turnaround time, closure rates, quality scores, repeat contacts, and productivity
Use root cause analysis to identify trends driving complaints, escalations, and disenrollment risk
Implement process improvements that reduce repeat issues and improve first-time resolution
Support scalable workflow enhancements to accommodate membership growth without sacrificing service quality
Provide regular performance insights and action plans to Manager
Partner with internal departments (ex. Operations, Clinical, Enrollment, Claims, Compliance) to resolve open cases and address systemic issues
Escalate trends and systemic root causes to leadership with recommended solutions
Coordinate with Workforce Management on capacity needs, schedules and adherence
Collaborate on improvements to CRM and case management tools to increase efficiency and visibility
Contribute to enterprise-wide service recovery and disenrollment prevention efforts
Directly lead, coach, and develop Resolution Specialists handling outbound engagement, escalations, and complex member issues