Healthcare Call Center Supervisor

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.

GENERAL DUTIES/RESPONSIBILITIES:
1.    Serves as a “subject matter expert” in the health care experience that our members navigate daily for the applicable markets or products in scope
2.    Responsible for oversight of team, including subject matter expertise in applicable markets or products in scope
3.    Monitors and supervises agent performance and behaviors
4.    Devises ways to optimize procedures and keep staff motivated
5.    Oversees distribution of daily assignments, and ensures agent productivity and queue performance
6.    Supports quality assurance: live call monitoring, drop-ins, call trends
7.    Completes monthly performance reports and 1:1 meetings with agents
8.    Drafts recommended performance coaching: Performance Improvement Plans, Written Warnings, etc.
9.    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
10.    Conducts interviews as assigned by Manager; oversee the onboarding and training process of new hires
11.    Prepares performance reports as requested by management
12.    Maintains confidentiality and upholds standards for privacy, data integrity and security

*Bilingual (Vietnamese, Korean, Mandarin, or Cantonese) strongly preferred.

*Role is Fully remote-not in California or New York.* Located in Nevada

Minimum Requirements:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Job Requirements:

Experience:

• Required: Minimum 3 years customer service experience in the insurance or healthcare industry.

• 2+ years lead or supervisory experience.

 Strongly Preferred:

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

Education:

• Required: High School Diploma or GED.  

• Preferred: College education

Specialized Skills:

• Required:

• 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;
• Language Skills: 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.
• Mathematical Skills: 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.
• Reasoning Skills: 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.
• Computer Skills: Intermediate knowledge of MS OfficeMathematical Skills:  Ability to perform mathematical calculations and calculate simple statistics correctly

Licensure:

• Required: None

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

Essential Physical Functions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1 While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear.

2 The employee is frequently required to walk; stand; reach with hands and arms.

3 The employee is occasionally required to climb or balance and stoop, kneel, crouch, or crawl.

4 The employee must occasionally lift and/or move up to 20 pounds.

5 Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Pay Range: $58,531.00 - $87,797.00

Pay range may be based on a number of factors including market location, education, responsibilities, experience, etc.

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.

*DISCLAIMER: Please beware of recruitment phishing scams affecting Alignment Health and other employers where individuals receive fraudulent employment-related offers in exchange for money or other sensitive personal information. Please be advised that Alignment Health and its subsidiaries will never ask you for a credit card, send you a check, or ask you for any type of payment as part of consideration for employment with our company. If you feel that you have been the victim of a scam such as this, please report the incident to the Federal Trade Commission at https://reportfraud.ftc.gov/#/. If you would like to verify the legitimacy of an email sent by or on behalf of Alignment Health’s talent acquisition team, please email [email protected].