Healthcare Call Center Supervisor-Remote

Alignment Health•Remote CA Outside Bay Area, CA

8d•$58,531 - $87,797•Remote

About The Position

Alignment Health is seeking a Supervisor, Member Experience to help members navigate their healthcare. The role collaborates with the inbound call center and directly oversees teams conducting proactive member outreach. The supervisor leads and motivates teams to anticipate customer needs and is accountable for service levels, member retention and satisfaction, and member engagement measures. The position serves as a subject matter expert in the healthcare experience for applicable markets or products, oversees team performance, supports quality assurance, manages assignments and productivity, and coaches and develops agents. It also helps coordinate hiring, onboarding, training, scheduling, timecards, and performance reporting while maintaining confidentiality and protecting privacy, data integrity, and security. This is a fully remote position located in Nevada; applicants from California and New York are excluded. The work environment is usually moderately noisy. The stated pay range is $58,531.00–$87,797.00, and may depend on factors including market location, education, responsibilities, and experience.

Requirements

At least 3 years of customer service experience in the insurance or healthcare industry.
At least 2 years of lead or supervisory experience.
High school diploma or GED.
Knowledge of Medicare Managed Care and Medicare Advantage Prescription Drug Plans.
Knowledge of procedures, protocols, benefits, services, systems, and other information needed to resolve member issues and inquiries.
Ability to communicate positively, professionally, and effectively; provide leadership; teach; and collaborate.
Effective written and oral communication skills and ability to build constructive relationships with diverse members, management, employees, and vendors.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals; write routine reports and correspondence; and speak effectively before groups.
Ability to perform basic arithmetic using American money and units of weight, volume, and distance, and to perform mathematical calculations and calculate simple statistics correctly.
Ability to follow detailed but straightforward written or oral instructions and address problems involving a few concrete variables in standardized situations.
Intermediate knowledge of Microsoft Office.
Must be located in Nevada.
No licensure is required.

Nice To Haves

Bilingual in Vietnamese, Korean, Mandarin, or Cantonese.
College education.

Responsibilities

Serve as a subject matter expert in the healthcare experience members navigate for applicable markets or products.
Oversee the team and provide subject matter expertise in applicable markets or products.
Monitor and supervise agent performance and behaviors.
Devise ways to optimize procedures and keep staff motivated.
Oversee daily assignment distribution and ensure agent productivity and queue performance.
Support quality assurance through live call monitoring, drop-ins, and review of call trends.
Complete monthly performance reports and hold one-on-one meetings with agents.
Draft recommended performance coaching, including Performance Improvement Plans and written warnings.
Track time through timecard corrections and approvals, monitor schedule adherence, and work with management to ensure schedules meet business capacity and needs.
Conduct interviews as assigned by the manager and oversee onboarding and training for new hires.
Prepare performance reports as requested by management.
Maintain confidentiality and uphold privacy, data integrity, and security standards.