Remote-Scheduling Specialist Supervisor

Alignment Health

1d•Hybrid

About The Position

Alignment Health is committed to transforming healthcare for seniors, especially the chronically ill and frail, by fostering a team passionate about putting seniors first. This fast-growing company offers ample opportunities for growth and innovation, providing a chance to do work that truly matters. The Supervisor, Customer Experience Outreach- JSA, is a remote, hands-on, and performance-driven leader responsible for managing a team of Specialists within an outbound contact center. This role focuses on the daily execution of outreach operations to schedule Jump Start Assessment (JSA) clinical appointments, ensuring optimal utilization of available appointment capacity. The Supervisor collaborates closely with the Manager, Customer Experience Outreach JSA, to achieve a core objective of filling and ensuring attendance at 95% of available JSA appointment slots through effective outbound engagement, real-time performance management, and compassionate member interactions. This leader is expected to model an ownership mindset and cultivate a culture centered on accountability, caring connections, productivity, and service excellence.

Requirements

4+ years of call center experience in a compliance-driven industry
Minimum 2+ years in a supervisory or team lead role
Demonstrated experience managing outbound performance metrics and motivating frontline teams
Experience monitoring productivity, quality, and schedule adherence
High School Diploma or GED with required work experience
Experience with ACD systems (ex Talkdesk), CRM platforms, and scheduling tools
Strong coaching and performance management skills
Ability to interpret performance metrics and take action in real time
Excellent verbal and written communication skills
Strong organizational skills and attention to detail
Ability to prioritize and manage multiple operational demands in a fast-paced environment
Proficiency in Microsoft Office (Excel, Word, Outlook, PowerPoint)
Reliable internet connectivity
Ability to manage multiple concurrent projects
Strict adherence to HIPAA and confidentiality standards

Nice To Haves

Health plan or Medicare Advantage experience
Experience in appointment scheduling or outbound healthcare campaigns
Experience managing remote or hybrid teams
Associate’s Degree

Responsibilities

Directly supervise Specialists in a high-volume outbound contact center environment
Drive daily production to meet appointment scheduling targets and fill rate expectations ensuring members attend appointments
Execute outbound call strategies designed to maximize appointment acceptance, attendance and minimize friction
Monitor real-time performance including call volume, conversion rates, schedule adherence, and productivity metrics
Ensure timely and accurate daily updates to appointment inventory within the AVA On Demand scheduling system
Coordinate closely with the Manager to align outreach efforts with available clinical capacity
Provide ongoing coaching and development to Specialists to improve scheduling conversion, quality, and member engagement
Conduct call listening sessions, coaching, and performance reviews
Address performance gaps through structured documented coaching plans, documentation, and corrective action as needed as well as recognize strong performance
Monitor attendance, schedule adherence, and timecard compliance
Support hiring, onboarding and training of new hires, ensuring strong foundational knowledge of outreach processes
Reinforce compliance standards and quality expectations in all member interactions
Ensure outbound conversations reflect empathy, clarity, and education regarding the value of the Jump Start Assessment
Maintain knowledge of processes, member benefits, scheduling protocols, and compliance requirements
Monitor quality assurance results and implement corrective action plans as needed
Respond to and resolve member escalations related to scheduling or outreach experience identifying root causes and executing on corrective action
Reinforce a service culture that balances productivity with meaningful member engagement
Support daily workforce adherence by aligning staffing levels to appointment inventory and campaign volume
Monitor queue performance and in coordination with Workforce management redistribute workload as needed to optimize efficiency
Communicate real-time inventory gaps, production risks, or scheduling barriers to the Manager JSA Outreach
Assist Workforce Management in forecasting trends related to appointment fill rates and outreach effectiveness in coordination with Care Anywhere JSA Clinical
Provide daily and weekly performance updates to the Manager, Customer Experience Outreach JSA
Track and analyze individual and team metrics including fill rates, conversion performance, appointment attendance, productivity, quality scores, and adherence
Identify trends, barriers, and improvement opportunities within outreach operations
Participate in leadership meetings as a representative of frontline operations
Directly leads and develops a team of Specialists
Handle and resolve member escalations
Assigns daily workload and ensures equitable distribution of appointment inventory
Conducts and documents performance evaluations and delivers timely structured coaching and recognition feedback
Partners with Human Resources and Manager on employee relations matters
Supports recruitment, interviewing, and onboarding of new team members