Supervisor, Member Engagement
Location: Orange, California US
Job Number: 2822
Position Title: Supervisor, Member Experience
Supervisor, Member Engagement
Alignment Healthcare was founded with a mission to revolutionize health care with a serving heart culture. Through its unique integrated care delivery models, deep physician partnerships and use of proprietary technologies, Alignment is committed to transforming health care one person at a time.
By becoming a part of the Alignment Healthcare team, you will provide members with the quality of care they truly need and deserve. We believe that great work comes from people who are inspired to be their best. 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 community.
The Supervisor, Member Engagement 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. The ideal candidate must be able to lead and motivate 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 and Responsibilities:
(May include but are not limited to)
Possess the knowledge in procedures, protocols, benefits, services, systems, and any other necessary information to resolve member issues and inquiries
Serve 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
Devise 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.
Delivers performance coaching with Manager sign off and approval
Responds to requests for Supervisor Escalations by phone and CRM
Submit official annual performance evaluation on direct reports for approval and sign off by Manager
Track time through timecard corrections and approvals; monitor schedule adherence and work with management to ensure agent schedules meet capacity and needs of the business
Conduct interviews as assigned by Manager; oversee the onboarding and training process of new hires
Prepare performance reports as requested by management
Maintain confidentiality and upholds standards for privacy, data integrity and security
Participate and act in the best interest of Alignment Healthcare USA; represents the company’s mission and values
Other duties as assigned
Directly oversees associate and lead level staff. Carries out supervisory responsibilities in accordance with organization policies and applicable laws. Responsibilities include training of employees; planning, assigning and monitoring work; assisting in the rewarding and disciplining of assigned employees; addressing complaints and resolving problems as they pertain to all units as necessary.
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.
Three to five years of Supervisor, Lead, related experience and/or training; or equivalent combination of education and experience.
High school diploma or general education degree (GED)
Knowledge of Medicare Managed Care / Medicare Advantage Prescription Drug Plans required
Three to five years customer service experience required
Bi-lingual (English/Spanish) highly preferred
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 Office
Other Skills and Abilities:
Excellent leadership skills
Excellent communication (oral & written) skills.
Strong organizational skills.
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.
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.
The employee is frequently required to walk; stand; reach with hands and arms.
The employee is occasionally required to climb or balance and stoop, kneel, crouch, or crawl.
The employee must occasionally lift and/or move up to 20 pounds.
Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
Alignment Healthcare, LLC is proud to practice Equal Employment Opportunity and Affirmative Action. We are looking for diversity in qualified candidates for employment: Minority/Female/Disable/Protected Veteran.
If you require any reasonable accommodation under the Americans with Disabilities Act (ADA) in completing the online application, interviewing, completing any pre-employment testing or otherwise participating in the employee selection process, please contact email@example.com.
Location City: Orange
Location State: California
Community / Marketing Title: Supervisor, Member Engagement
Who is Alignment Healthcare?
- Socially responsible
- Technologically enabled
- Concierge care
- Servant leadership
We are dedicated to transforming the complex and confusing process of medical treatment in the United States so that every link in the health care continuum becomes more efficient, productive, and effective. We built a team of people who want to make a difference. Come join the team that is changing health care one person at a time.
We believe that great work comes from people who are inspired to be their best. We invite you to explore our wide variety of roles based on your unique experience.